VP, AI-First Customer Experience

Remote; San Francisco (CA); Hybrid; USD 230,000 - 350,000; Full time

Benefits offered by this job

Flexible PTO

401K matching (US)

RRSP matching (CAD)

Flexible benefits package

Employee discount on Fullscript

Training budget

Job summary

Fullscript is seeking a Vice President, Customer Experience to design and lead a modern, AI-first CX across all touchpoints. This role owns the end-to-end customer support journey and will build systems, teams, and capabilities to deliver high-quality, low-effort experiences at scale.

You will report to the Chief Customer Officer, influence Product, Operations, and Tech, and lead a team across CX design, service, and insights to drive retention, satisfaction, and business impact in a

Qualifications

• 10+ years in customer experience, support, or service leadership in high-growth or scaled environments.
• Proven experience leading end-to-end CX transformation, not just support operations.
• Experience implementing or scaling AI-driven customer support and automation.
• Background in health tech, SaaS, marketplace, or multi-sided platforms preferred.

Responsibilities

• Own end-to-end CX strategy: define holistic CX vision across touchpoints and translate strategy into a clear approach.
• Design AI-first, human-enabled support model and own all channels (voice, chat, email, async).
• Own VoC metrics (NPS, CSAT, CES) and establish closed-loop feedback to drive action.
• Build and lead a high-performing CX organization across CX design, service, and insights with scalable processes.
• Influence product, engineering, and operations to eliminate pain points and align digital and human experiences.
• Establish a data-driven operating cadence to track performance and drive continuous improvement.

Skills

CX leadership

CX strategy

AI-driven support

Health tech background

Job description

Fullscript is seeking a Vice President, Customer Experience to design and lead a modern, AI-first CX across all touchpoints. This role owns the end-to-end customer support journey and will build systems, teams, and capabilities to deliver high-quality, low-effort experiences at scale.

You will report to the Chief Customer Officer, influence Product, Operations, and Tech, and lead a team across CX design, service, and insights to drive retention, satisfaction, and business impact in a