VP of Customer Experience

About MealSuite

MealSuite builds end-to-end foodservice technology for healthcare and senior living organizations. Our mission is to help care teams deliver better dining experiences with less fast-growing team working on meaningful problems that directlyimpactpatient and resident care.

About the Role

Werelooking for an experiencedVPof Customer directly to the CEOyoullplay a pivotal role in shaping and scaling our customer experience strategy -establishingthe processes standards and culture that will ensure every customer journey is seamless impactful and aligned with our mission to deliver exceptional value.

Whatyoulldo

• Provide strategic leadership to grow and empower our Customer Experience teams in alignment with a rapidly expanding customer base

• Drive operational improvements byidentifyinginefficiencies and implementing process enhancements that accelerate project delivery and success

• Champion innovation in customer support and onboarding setting measurable goals and KPIs to track impact and progress

• Develop and evolve a comprehensive CX roadmap regularly reporting outcomes and challenges to senior leadership and adjusting plans as needed

• Foster strong cross-functional collaboration to streamline operations and elevate the overall customer experience

• Lead initiatives to enhance the reseller journey ensuring partner satisfaction and long-term engagement

• Leadand energizetheCX teams through effective leadership enabling them to deliver seamless and impactful customer interactions

• Represent the Voice of the Customer at the executive level ensuring customer insights inform strategic decisions across departments

What you bring:

• 10years experienceinSaaS customer support onboarding lifecycle management and operational best practices that drive customer satisfaction and retention.

• Formal education (Bachelors or MBA in Business Technology or related fields)

• Experiencewith complex products across various stages of organizational growth including scale-ups.

• Experience with service analytics tools customer journey mapping platforms and CX performance dashboards to drive data-informed decisions.

• Familiar with managing international and offshoreteams andnavigating organizational change.

• Exceptional at building and executing CX roadmaps reducing project timelines and fostering cross-functional collaboration.

• Ability toenableteams to deliver exceptional customer experiences and aligning CX strategy with business growth.

• Passionate about cultivatinga strong teamcultureidentifyingand addressing burnout and supporting the development of senior leaders.

• Proven ability to influence executive stakeholders secure resources and deliver measurable improvements in customer and team satisfaction.

• Willingnessto occasionally travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA (and otherinternational locationsifrequiredfor role).

Compensation:The hiring range for this roleis $165000 $200000USD per year.

This role requires working onsite inour Dallasoffice two days perweek.Ifyouremore than an hour away apply anywaywereopen to discussing options.

WhyYoullLove Working Here

• Unlimited paid time offyeah you read that right! We trust our employees to build their own version of balance so they can feel rejuvenated to bring their best every day.

• Retirement savings support we invest in your future with RRSP/401(k) matching at 100% up to 3% because long-term security matters just as much as day-to-day balance.

• Healthbenefitsthis includesday onemedical dental and vision options life & disabilityinsurancepaidmaternityand parental leave.

• Hybrid flexibilitywe value the collaboration mentorship and learning that come from physically working next to one another as well as the benefits that remote work can offer.

• Work-life balancethis is supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing.

• Participation in our equity programwedlove for you to share inMealSuitessuccess as we continue to grow!

• Opportunities for career development and advancementwe support our employees in pursuing and achieving their professional goals.

• Purposeful work with a positive community impactmore than 90% of our North American employees agree that the companys purpose aligns with their personal values. Learn more about our values at want to ensure that everyqualified individual has an equal opportunity to work with you require accommodationtoour application processpleasecontact

  MealSuiteuses AI-assisted tools during parts of the hiring process including screening and workflow automation. All final hiring decisions are made by people.

  This is a current vacancy and we are actively hiring for this position.

  
  

  Required Experience:

  Exec