VP of Guest Experience

Addison Group; Phoenix (AZ); On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Parental leave

Job summary

Addison Group is seeking a senior leader to own our customer experience strategy and drive a differentiated, high-touch journey. You will design service standards, build a scalable CX team, and shape programs that create belonging for customers and employees alike.

You will partner with the Founder and executive team to align culture with customer outcomes, then translate feedback into actionable improvements across the organization.

Qualifications

• 10+ years in customer/guest/member experience or high-touch service environments.
• Proven track record building and scaling teams, processes & infra in growth contexts.
• Experience creating a customer-obsessed culture and embedding service mindset.
• Experience leading customer-facing teams with clear service standards, training, and performance expectations.
• Ability to foster belonging, recognition, and loyalty among customers or employees.
• Strong emotional intelligence and interpersonal skills; warm, empathetic, approachable.
• Strong problem-solving with ownership mindset in fast-paced growth environments.
• Ability to operate independently, make quick decisions, and influence broadly.
• Experience in luxury hospitality, private membership, premium brands, wellness, or similar high-touch settings.

Responsibilities

• Own the overall customer experience strategy across the journey to establish a differentiated, high-touch model.
• Define and implement service standards that deliver warm, empathetic, personalized experiences.
• Build, lead, and scale the customer-care organization, including phone and digital/text support.
• Develop structure, hiring strategy, training programs, and operating processes for CX teams.
• Serve as senior escalation point for complex issues while empowering frontline staff to resolve them.
• Establish scalable processes, systems, and infrastructure to grow customer care.
• Develop programs for belonging, recognition, status, and community differentiation.
• Extend belonging and recognition through employee experience and culture initiatives.
• Translate company values into tangible behaviors, service standards, and leadership expectations.
• Partner with Founder and executive team to shape culture and CX strategy.
• Identify journey improvements from feedback and trends to drive operational enhancements.

Skills

CX experience

Team leadership

Customer culture

Service standards

Belonging

Emotional intelligence

Problem solving

Decision making

Resilience

Luxury hospitality

Job description

Benefits: This position is eligible for medical, dental, vision, 401(k), and parental leave

Qualifications

• 10+ years of experience in customer experience, guest experience, member experience, hospitality, community, culture, or another high-touch service environment.
• Proven track record of building and scaling teams, functions, processes, and infrastructure in a growth-oriented organization.
• Demonstrated success creating and embedding a customer-obsessed or service-oriented culture.
• Experience leading customer-facing teams and establishing clear service standards, training programs, and performance expectations.
• Demonstrated ability to create a genuine sense of belonging, community, recognition, and loyalty among customers, members, or employees.
• Exceptional emotional intelligence and interpersonal skills; naturally warm, approachable, and empathetic.
• Strong problem-solving skills with a solution-oriented, ownership-driven mindset.
• Resilient and composed in a fast-paced, high-growth environment.
• Ability to operate independently, make decisions quickly, and influence across the organization.
• Experience in luxury hospitality, private membership, premium consumer brands, wellness, concierge services, residential communities, or similarly high-touch environments is highly valued.

Key Responsibilities

• Own the overall customer experience strategy, establishing a differentiated, high-touch service model across the customer journey.
• Define and implement service standards that create a consistently warm, empathetic, personalized customer experience.
• Build, lead, and scale the customer-care organization, including phone and digital/text support.
• Develop the team's organizational structure, hiring strategy, training programs, performance standards, and operating processes.
• Serve as the senior escalation point for complex or high-priority customer issues while creating a culture that empowers frontline employees to resolve issues independently.
• Establish the processes, systems, and infrastructure necessary to scale customer care as the business grows.
• Develop innovative customer belonging, recognition, status, and community programs that differentiate the company from traditional loyalty programs.
• Extend the same sense of belonging and recognition internally through meaningful employee experience and culture initiatives.
• Translate company values into tangible behaviors, service standards, training, and leadership expectations.
• Partner closely with the Founder and executive leadership team to shape the organization's culture and experience strategy.
• Identify opportunities to improve the customer journey by using customer feedback, trends, and recurring issues to drive operational improvements.

Why choose Addison Group

• Competitive Compensation: We negotiate competitive salaries based on current market data and industry benchmarks.
• Comprehensive Benefits: Medical, dental, vision insurance, 401(k), and bonus opportunities.
• Career Growth: Many of our contract and direct-hire opportunities offer long-term career advancement.
• Exclusive Access: Connect directly with hiring managers at leading organizations.
• Personalized Support: Receive resume guidance, interview preparation, and offer negotiation assistance throughout your job search.

Addison Group is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable federal, state, or local law. Reasonable accommodations are available for qualified individuals with disabilities throughout the hiring process upon request.