VP, AI-First Customer Experience - North America

Talkdesk; Seattle (WA); On-site; USD 288,500 - 396,500; Full time

Benefits offered by this job

Health Insurance

Paid Time Off

Paid Holidays

Equity / Long-term incentives

Job summary

Talkdesk in Bellevue, WA, seeks a strategic VP of Customer Experience to unify North America CX across Customer Success and Technical Account Management into an AI-driven, outcomes-focused function. Based in Bellevue, you will lead a multi-layered CX leadership team and drive AI adoption to maximize customer value and business impact.

You will align business value with technical execution, oversee enterprise accounts, and shape a global CX strategy while partnering with executives to translate

Qualifications

• 15+ years of experience in Customer Success, Technical Account Management, Professional Services, or Product within enterprise SaaS.
• Strong technical foundation with early-career experience in Product, Engineering, or Solution Architecture.
• Proven track record leading global or North America teams in high-growth environments.
• Deep expertise in cloud architecture, APIs, enterprise integrations, and AI-driven platforms.
• Experience with AI/automation adoption for enterprise customers and business value realization.
• Bachelor's degree required; MBA or advanced leadership training preferred.

Responsibilities

• Build, lead, and scale a high-performing CX leadership team across North America.
• Drive the evolution to a unified CXM model integrating business and technical skills.
• Establish career paths and competency models emphasizing AI fluency and business acumen.
• Cultivate a culture of innovation, accountability, and AI-first thinking.
• Lead the adoption and expansion of Talkdesk AI solutions across the customer base.
• Define and execute AI strategies, including automation and intelligent orchestration.
• Embed AI best practices into onboarding, adoption, and lifecycle management.
• Serve as evangelist for AI-driven customer experience transformation.
• Bridge between customer technical teams and Product & Engineering.
• Translate platform performance and AI utilization into clear business ROI.
• Oversee complex initiatives including APIs, CRM integrations, and AI-enabled workflows.
• Influence product innovation with a voice of the customer, especially in AI/automation.
• Own NA retention and expansion targets, and identify AI-led growth opportunities.
• Build and maintain C-suite relationships to position AI adoption strategically.
• Drive organizational transformation blending technical and business roles.

Skills

AI/automation adoption

Executive leadership

Cloud architecture

APIs

CRM integrations

Stakeholder management

Data-driven decisions

Strategic thinking

Executive communication

Education

Bachelor's degree

MBA or advanced leadership training

Tools

CRM systems

Job description

Talkdesk in Bellevue, WA, seeks a strategic VP of Customer Experience to unify North America CX across Customer Success and Technical Account Management into an AI-driven, outcomes-focused function. Based in Bellevue, you will lead a multi-layered CX leadership team and drive AI adoption to maximize customer value and business impact.

You will align business value with technical execution, oversee enterprise accounts, and shape a global CX strategy while partnering with executives to translate