VP, Global Customer Experience & API Support

Launch Tennessee

United States

On-site

USD 200,000 - 320,000

Full time

14 days+

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Benefits offered by this job

Paid time off

Health plans

Wellness benefits

Parental leave

401(k) plan

Job summary

Napster Corp is seeking a VP to own the entire support experience across consumer, B2B, hardware, and the Azure-native API. You will set the strategic direction, design the operating model, and lead a world‑class team with global coverage.

You will serve as the executive partner for the Microsoft relationship and drive premium, enterprise-grade support across surfaces. You will shape strategy with product and engineering leaders, own escalation processes, and ensure CSAT/NPS and SLA targets

Qualifications

12+ years in customer support or customer experience with leadership experience.
Experience building and scaling a global, multi-surface support organization.
Deep experience owning technical and API or developer support with enterprise SLAs.

Responsibilities

Set strategy and vision for support across consumer, B2B, hardware, and API surfaces.
Design operating model, SLAs/SLOs, escalation paths, and on-call processes.
Build and lead the organization, leadership layer, and global coverage.
Own Microsoft relationship at the executive level and deliver premium, white-glove support.
Align support with product, engineering, and partnerships; drive KPIs and outcomes.