Vice President, Global Customer Experience & AI-Powered Support

Ladders; San Francisco (CA); Hybrid; USD 289,000 - 433,000; Full time

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

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 shape the global customer support strategy and elevate the customer experience across multiple channels and regions.

The role will focus on building scalable AI-enabled support operations, strengthening governance, and improving the way customers are served through human and digital touchpoints.

You will partner closely with cross-functional teams to turn support data, workflows, and feedback loops into measurable operational and customer outcomes.

Location: San Francisco, CA - US based candidates only, no visa sponsorship available

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

Responsibilities

• Lead the evolution of the company's 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

Qualifications

• 20+ years of leadership experience in SaaS, technology, or consulting
• 10+ years managing global, multi-functional teams
• Demonstrated expertise in 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

Benefits

• Hybrid global role with engagement across multiple regions
• Opportunity to build the future of customer support on the company's platform
• Participation in a meaningful executive compensation package including performance-based incentives

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.