Global AI-Powered Customer Experience VP

Ladders

San Francisco (CA)

Hybrid

USD 289,000 - 433,000

Full time

27 hours ago

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Benefits offered by this job

Hybrid work model across regions

Performance-based incentives

Executive compensation package

Job summary

Ladders is seeking a Vice President, Global Customer Experience & AI-Powered Support to lead the company’s customer support strategy across channels and regions.

This executive will build scalable AI-enabled operations, establish governance, and partner with cross-functional teams to drive measurable customer outcomes.

Location: San Francisco, CA; US-based candidates only, no visa sponsorship available. Compensation: $289,000–$433,000 annually.

Qualifications

20+ years of leadership experience in SaaS, technology, or consulting.
10+ years managing global, multi-functional teams.
Experience leading large-scale transformation in enterprise customer support environments.
Proven track record in scaling AI-powered support systems at production scale.
Hands-on familiarity with AI-enabled support technologies.

Responsibilities

Lead the evolution of the AI-powered support model across multiple channels.
Define AI-to-human escalation strategies and ensure seamless handoffs.
Establish quality and governance frameworks for AI interactions.
Develop feedback loops to improve AI, workflows, and knowledge operations.
Analyze support data to predict customer needs and identify risks.

Skills

Leadership experience

Global team management

AI-enabled support technologies

SaaS expertise

Transformation programs

Tools

AI platforms

Job description

Ladders is seeking a Vice President, Global Customer Experience & AI-Powered Support to lead the company’s customer support strategy across channels and regions.

This executive will build scalable AI-enabled operations, establish governance, and partner with cross-functional teams to drive measurable customer outcomes.

Location: San Francisco, CA; US-based candidates only, no visa sponsorship available. Compensation: $289,000–$433,000 annually.

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