Vice President, Customer Experience & Delivery

Jonesboro, AR
Full Time
Executive
Executive
The Vice President of Customer Experience & Service Delivery is a senior leader accountable for shaping and executing the strategic direction of break/fix service delivery, help desk, and project execution teams. This role goes beyond operational oversight; it is central to embedding a customer-first mindset across the organization. By driving measurable outcomes that directly improve customer satisfaction, loyalty, and long-term value, this leader ensures every process, interaction, and service aligns with customer success. Acting as both strategist and cultural champion, the VP translates customer insights into actionable plans, cascades customer-focused practices throughout the organization, and continuously elevates service performance to deliver exceptional, consistent customer experience.

Responsibilities:

Operational Leadership
  • Oversee end-to-end service delivery operations, including break/fix support, help desk, and project teams, ensuring alignment with SLAs, KPIs, and customer satisfaction goals.
  • Champion the use of tools such as Salesforce and automation platforms to optimize workflows, reporting, and service responsiveness. Ensure accurate and timely updates within the system, with strong emphasis on documentation and consistent process adherence to drive visibility, accountability, and follow-through
  • Lead resolution of escalated service issues with urgency and professionalism, ensuring root cause analysis and long-term solutions.
  • Continuously refine service offerings and delivery processes to align with evolving customer needs and service strategies
Strategic Coaching & Resource Development
  • Mentor and develop departmental leaders to build high-performing, empowered teams.
  • Guide resource planning and allocation to ensure optimal coverage, efficiency, and scalability.
  • Design and implement training plans and development programs that elevate team capabilities and service quality.
  • Promote a culture of accountability, ownership, and continuous learning.
Customer Experience & Quality Improvement
  • Establish and monitor performance benchmarks to measure service effectiveness and customer satisfaction.
  • Analyze customer feedback and satisfaction data to identify trends, gaps, and opportunities for proactive improvement.
  • Lead cross-functional initiatives to enhance customer journey and eliminate friction points.
  • Expand and strengthen the subcontractor network to support national service delivery excellence.
Executive Collaboration & Reporting
  • Partner with executive leadership to define and execute strategic goals for service delivery and customer experience.
  • Provide regular performance updates, insights, and recommendations to stakeholders.
  • Foster collaboration across departments to ensure alignment and transparency in service operations.
Qualifications:
  • Must be based in, or willing to relocate to, Jonesboro, AR.
  • Bachelor’s degree required.
  • 7–10 years of senior leadership in customer service, technical support, or managed services, with a proven record of driving results in fast-paced, customer-focused environments. Skilled at scaling teams, improving customer outcomes, and embedding a customer-centric culture.
  • Experienced in leading large, distributed teams and managing complex service operations.
  • Strong expertise in project management, service strategy, and remote support environments.
  • Experienced with subcontractor management and national service logistics.
  • Proficient in Microsoft Office and CRM/service platforms (e.g., Salesforce).
  • Exceptional leadership, communication, and organizational skills.
  • Proven ability to drive results through influence, accountability, and strategic vision.

What We Offer:
  • Competitive salary range with bonus opportunities
  • 401(k)
  • 401(k) matching
  • AD&D insurance
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Professional development assistance
  • Referral program
  • Tuition reimbursement
  • Vision insurance

Who We Are: 
We’re not just another IT services firm—we're architects of business transformation. Our cutting-edge solutions and customer-first approach are revolutionizing how businesses connect, communicate, and create value in the digital landscape. As a national leader in IT service delivery, we're seeking sharp, results-driven professionals to join our team and push the boundaries of what's possible.

At Optus, we've cultivated an environment where innovation thrives, collaboration is second nature, and openness drives progress. Our team leverages their expertise and commitment to CX to streamline multi-site enterprise operations, ensuring seamless functionality and instilling confidence in our clients nationwide. By joining us, you'll be part of a dynamic force that's setting new standards in IT service excellence.

Physical Demands/Working Conditions: 
Occasional travel to offsite customer locations as needed.  Ability to read, write, and communicate orally and written to external and internal customers and employees.  Normal vision and normal hearing with or without correction. 


Optus is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic protected by law.

 
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