Vice President, Global Customer Experience & AI-Powered Support

Ladders; Austin (TX); On-site; USD 289,000 - 433,000; Full time

Benefits offered by this job

Equity options

Performance-based incentives

Global exposure

Job summary

Ladders in Austin, TX seeks a Vice President, Global Customer Experience & AI-Powered Support to lead a large, global support organization. The role blends operational excellence with AI-enabled service delivery, shaping strategy, governance, and performance across regions to improve speed, quality, and consistency for enterprise accounts.

You will partner with technical leaders and cross-functional teams to drive customer-centric transformation, manage a 300+ person team, and deliver innovative

Qualifications

• 20+ years of progressive leadership experience in enterprise SaaS or technology sectors.
• Proven track record transforming enterprise customer support environments.
• Experience operating AI-powered support systems at production scale.
• Expertise in leading global, 24/7 technical support teams for enterprise clients.
• Direct experience managing revenue-generating support businesses, including P&L responsibilities.
• Strong understanding of knowledge operations affecting AI quality in support.
• Demonstrated capability to lead organizational transformations and reskilling efforts.

Responsibilities

• Drive improvement in customer support metrics such as CSAT, FCR, and SLAs.
• Define effective escalation strategies for AI-to-human transitions.
• Establish governance frameworks for AI quality and risk management.
• Build feedback loops to enhance AI operations based on customer interactions.
• Utilize predictive analytics to proactively address customer support needs.
• Lead a 300+ person global support team focused on complex issue resolution.
• Develop unique service models for enterprise clients balancing automation with personal support.

Skills

Leadership experience

AI-powered support

Global teams

P&L management

Enterprise SaaS

Job description

For our client, we are seeking a Vice President, Global Customer Experience & AI-Powered Support to join the team of a leader in the Information Technology space.

This executive will lead a large-scale global support organization focused on elevating the end-to-end customer experience across enterprise accounts. The role blends operational excellence, AI-enabled service delivery, and customer-centric transformation to improve speed, quality, and consistency across regions. You will partner closely with technical leaders, regional teams, and cross-functional stakeholders to shape support strategy, governance, and performance outcomes.

Location: Austin, TX - US based candidates only, no visa sponsorship available

Compensation: $289,000 – $433,000 annually

Responsibilities

• Drive improvement in customer support metrics such as CSAT, FCR, and SLAs
• Define effective escalation strategies for AI-to-human transitions
• Establish governance frameworks for AI quality and risk management
• Build feedback loops to enhance AI operations based on customer interactions
• Utilize predictive analytics to proactively address customer support needs
• Lead a 300+ person global support team focused on complex issue resolution
• Develop unique service models for enterprise clients balancing automation with personal support

Qualifications

• 20+ years of progressive leadership experience in enterprise SaaS or technology sectors
• Proven success in transforming enterprise customer support environments
• Experience operating AI-powered support systems at production scale
• Expertise in leading global, 24/7 technical support teams for enterprise clients
• Direct experience managing revenue-generating support businesses, including P&L responsibilities
• Strong understanding of knowledge operations affecting AI quality in support
• Demonstrated capability to lead organizational transformations and reskilling efforts

Benefits

• Hybrid global role with flexibility in location
• Engagement opportunities across multiple regions including AMER, EMEA, and APAC
• Competitive executive package including performance-based incentives and equity options
• Opportunity to lead transformative AI initiatives within the customer support space

Our client is an equal opportunity employer.