Vice President, Customer Experience & Operations

Employment Type: [Not Specified] Location Type: [Not Specified] Salary: [Not Specified]

Are you obsessed with experience design and every detail that shapes how customers feel, engage, and grow with a product? Do you thrive at the intersection of strategy and operations – and see every post-sale touchpoint as a chance to elevate a brand?

At Rockbot, we’re redefining in-location media experiences across a diverse, large-scale customer base - from SMBs to global enterprise brands. As Vice President, Customer Experience & Operations, you’ll own and scale the entire post-sale customer journey - from onboarding and implementation to support and long-term success. You’re a visionary leader, architecting the strategy and structure for how we serve customers, while building and developing the teams that bring that vision to life.

You’ll lead multiple functions and cross-functional initiatives, champion the customer, and design experiences that drive loyalty and growth. This role is perfect for a bold, systems-minded leader who thrives on solving complexity at scale - and who has a track record of building and leading high-performing service organizations from the ground up.

You Will Own, Design & Collaborate in the Following Areas:

Customer Experience Strategy & Design

• Architect the end-to-end post-sale journey across every touchpoint—from onboarding to renewal.
• Own the vision and execution for a high-scale, high-touch experience that delights customers of all sizes.
• Partner with Product, Sales, and Marketing to infuse the voice and needs of the customer into company-wide initiatives.

Customer Success

• Lead the Customer Success strategy to deepen product adoption and drive retention.
• Scale onboarding, engagement, and expansion programs for both SMB and enterprise clients.
• Partner with Success leaders to deliver insights, drive renewals, and create advocacy.

Customer Support

• Oversee Support operations and elevate the function into a core brand differentiator
• Drive a culture of empathy, speed, and resolution - across all support tiers and touchpoints.
• Lead with automation, data, and experience design to ensure scalable, proactive support

Fulfillment & Implementation

• Lead seamless delivery and deployment of Rockbot solutions across thousands of locations.
• Build and scale processes for hardware logistics, third-party installs, and self-service activation.
• Design fulfillment as an experience - not just a transaction.

Order-to-Cash Excellence

• Partner closely with Finance and internal teams to streamline billing, provisioning, and account transitions.
• Ensure a frictionless post-sale experience - from accurate billing setup within complex organizational structures to long-term customer value realization.

Cross-Functional Operations

• Be the connective tissue across GTM, Product, and Operations to remove friction and enable a best-in-class experience.
• Serve as a thought partner and executor on company-wide initiatives to drive growth and retention.

You Have:

• 15+ years of leadership experience in customer-centric organizations - ideally in SaaS, subscription-based, or experiential businesses - delivering solutions that span both software and hardware in brick-and-mortar environments.
• Proven experience owning and scaling Support and Success organizations in high-growth environments.
• Strong operational acumen with a track record of designing scalable, data-driven processes.
• Deep passion for customer experience, journey mapping, and service design.
• Strong partnership muscle - especially across Product, Sales and Finance.
• Hands-on experience with tools like Salesforce, Zendesk, Netsuite, and other customer systems.
• Inspirational leadership style, with the ability to coach, build, and retain high-performing teams.
• BA/BS required; advanced degree a plus.

About Rockbot:

Rockbot empowers businesses to simply and reliably stream the right content to make their guests' experience great with a suite of innovative multimedia solutions - Rockbot TV, Rock