Vice President of Customer Experience #0405MB

Keller Executive Search; Boca Raton (FL); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Performance-based bonus

401(k) plan

Health, dental, vision, and disability insurance

Paid time off and holidays

Job summary

Keller Executive Search is looking for a Vice President of Customer Experience in Boca Raton, Florida. The ideal candidate will lead customer service and support functions, focusing on improving the customer journey and maintaining long-term relationships.

This role requires a strong leader with over 6 years of experience in customer-facing operations and a passion for enhancing the customer experience. Competitive salary includes benefits like health insurance and a 401(k) plan.

Qualifications

• Minimum of 6 years of leadership experience in customer experience or related fields.
• Experience leading customer-facing teams in a commercial or industrial environment.
• Strong understanding of customer retention and issue resolution.

Responsibilities

• Lead customer experience strategy across service and support.
• Improve customer satisfaction and retention metrics.
• Develop customer service standards and metrics.

Skills

Leadership

Customer service

Communication

Problem-solving

Tools

CRM systems

Reporting tools

Job description

Our client is hiring a Vice President of Customer Experience to lead customer service, account support, issue resolution, and customer retention across a building equipment and industrial services environment. This role will focus on improving the customer journey from first contact through service delivery, equipment support, and long‑term relationship management.

The ideal candidate understands customer‑facing operations in equipment, rental, distribution, service, or industrial environments. This person should be able to lead teams, improve service standards, and help the business deliver a consistent, professional customer experience.

Key Responsibilities

• Lead customer experience strategy across service, account support, issue resolution, and communication processes.
• Improve customer satisfaction, response times, service consistency, and retention.
• Work closely with sales, service, warehouse, and administration teams to resolve customer issues.
• Develop customer service standards, escalation processes, and performance metrics.
• Support large account relationships and help resolve complex customer concerns.
• Coach and develop customer‑facing employees and department leaders.
• Use customer feedback, reporting, and performance data to identify improvement opportunities.

Minimum of 6 years of leadership experience in customer experience, customer service, account support, equipment service, rental, distribution, or related industries.

Experience leading customer‑facing teams in a commercial or industrial environment.

Strong understanding of service delivery, customer retention, and issue resolution.

Ability to work cross‑functionally with sales, operations, service, and administrative teams.

Strong communication, coaching, and problem‑solving skills.

Experience using CRM systems, service platforms, or business reporting tools.

Background in building equipment, construction equipment, industrial equipment, or similar sectors preferred.

Competitive salary: $110,000 to $130,000, depending on experience.

Performance‑based bonus potential.

401(k) plan.

Health, dental, vision, and disability insurance.

Paid time off and holidays.

Leadership role with direct impact on customer retention and service quality.

Equal Employment Opportunity and Non-Discrimination Policy

Equal Employment Opportunity Statement: Both Keller Executive Search and our clients are Equal Opportunity Employers. For all positions, whether with Keller Executive Search or our clients, qualified applicants will receive consideration for employment without regard to race, skin color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran status, disability, genetic information, or any other legally protected status.

Commitment to Diversity: Keller Executive Search and its clients are committed to fostering a diverse and inclusive work environment where all individuals are valued and respected.

Reasonable Accommodations: Both Keller Executive Search and our clients are committed to providing reasonable accommodations to individuals with disabilities and pregnant individuals. We engage in an interactive process to determine effective, reasonable accommodations.

Compensation Information: For client positions, compensation information is available in the job post. If not provided, it will be shared during the interview process in accordance with applicable laws. When required by law, salary ranges will be included in job postings. Actual salary may depend on skills, experience, and comparison to current employees in similar roles. Salary ranges may vary based on role and location.

Compliance with Laws: Both Keller Executive Search and our clients comply with federal, state, and local laws governing nondiscrimination in employment. This policy applies to all employment terms and conditions, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Workplace Harassment: Both Keller Executive Search and our clients expressly prohibit any form of workplace harassment based on race, skin color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

E-Verify Participation: Keller Executive Search and/or our clients may participate in E-Verify. Information about E-Verify participation will be provided during the application process where applicable.

Privacy and Pay Equity

• California Residents: For more information about the categories of personal information we collect for recruiting and employment purposes, please review our Privacy Policy at www.kellerexecutivesearch.com.
• Colorado, Nevada, New York City, California, and Washington Residents: Compensation information is available in the job post or will be provided during the interview process if not initially available.
• Both Keller Executive Search and our clients are committed to pay equity and conduct periodic pay equity analyses in accordance with applicable laws.

State-Specific Information:

• Rhode Island: We do not request or require salary history from applicants.
• Connecticut: We provide wage range information upon request or before discussing compensation.
• New Jersey: We do not inquire about salary history unless voluntarily disclosed.

Veteran Status: Both Keller Executive Search and our clients provide equal employment opportunities to veterans and comply with applicable state laws regarding veteran preference in employment. If you are a veteran, please inform us during the application process.

Use of Artificial Intelligence in Recruitment

Keller Executive Search and our clients may use artificial intelligence (AI) tools to assist in the recruitment and candidate evaluation process. These tools are used exclusively to support human decision‑making by helping to review and assess candidate qualifications and materials. AI is never used to automatically reject, disqualify, or make final hiring decisions about candidates. All AI‑assisted evaluations are reviewed by experienced recruitment professionals, and all hiring decisions are made by qualified human recruiters. Our use of AI is designed to enhance fairness, consistency, and efficiency while maintaining our commitment to equal employment opportunity and non‑discrimination principles.

Genetic Information: In accordance with federal and state laws, both Keller Executive Search and our clients do not discriminate based on genetic information. We do not request or require genetic information from applicants or employees, except as permitted by law.

Local Laws: Both Keller Executive Search and our clients comply with all applicable local laws and ordinances regarding employment practices in the areas where we operate.

Note: This job posting may be for a position with Keller Executive Search or one of our clients. The specific employer will be identified during the application and interview process. Employment laws and requirements may vary depending on the employer and location.