VP of Customer Experience

Addison Group; Tempe (AZ); On-site; USD 200,000 - 250,000; Full time

Benefits offered by this job

Performance incentives

Health + retirement benefits

Job summary

Addison Group is seeking a senior leader to own customer experience, internal culture, and community initiatives. Reporting to the Founder & Executive Chairman, this role shapes the brand experience from the inside out and builds a scalable CX and culture function.

You will define warm, personalized service standards, lead cross-functional teams, and create programs that foster belonging for customers and employees while partnering with executives to differentiate the company in tech and energy

Qualifications

• Demonstrated ability to build culture and belonging across teams
• Experience in hospitality, CX, or membership brands with high loyalty
• Warm, empathetic leadership with high standards
• Hands-on, problem-solving with ownership of outcomes

Responsibilities

• Define and uphold a warm, highly personalized customer service standard centered on genuine human connection.
• Build and lead the customer care function across phone and text, scaling the team.
• Senior escalation point; create standards, training and culture for front line.
• Develop community, belonging, and recognition programs for customers and employees.
• Shape how employees are welcomed, recognized, and connected to culture.
• Partner with executives to differentiate the brand experience.

Skills

Culture-building

Customer experience

Leadership

Empathy

Ownership

Job description

A high-growth technology and clean-energy company is seeking a senior leader to own three interconnected areas: customer experience, internal culture, and community/belonging. Reporting directly to the Founder & Executive Chairman, this is a newly created leadership role with the opportunity to define the experience of the brand from the inside out.

What You'll Own

• Define and uphold a warm, highly personalized customer service standard centered on genuine human connection.
• Build and lead the customer care function across phone and text, including developing the team as the company scales.
• Serve as the senior escalation point while creating the standards, training, and culture that empower the front line.
• Develop meaningful community, belonging, and recognition programs for both customers and employees.
• Shape how employees are welcomed, recognized, and connected to the company’s culture.
• Partner closely with executive leadership to build an experience intentionally different from traditional energy and service organizations.

What We're Looking For

• A proven leader and culture-builder who naturally creates connection, trust, and a sense of belonging.
• Experience may come from hospitality, customer experience, membership/community brands, employee culture, or organizations known for exceptional customer loyalty.
• A warm, empathetic leadership style paired with the ability to establish and maintain high standards.
• Someone highly solution-oriented, resilient, hands-on, and comfortable taking full ownership of outcomes.
• Credibility to lead a growing team and personally handle high-level customer situations when needed.
• Base Salary: $200,000 - $250,000 based on experience
• Performance-based incentive opportunities
• Comprehensive benefits package including health, retirement, and additional perks

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities upon request.