Trustwell is looking for ambitious, energetic problem-solvers who enjoy a fast-paced team environment filled with challenges and career growth opportunities in a rapidly growing tech firm.  Trustwell is on a mission to change the food industry. Combining FoodLogiQ’s supply chain management software with Genesis’ nutritional analysis and label development solution, the Trustwell Connect platform creates the food industry’s only full-scale solution connecting product development and regulatory-compliant labeling with supplier compliance, enhanced traceability, and automated recall management. From food and supplement manufacturers to retail grocers and restaurant chains, more than 2,500 food companies around the world use Trustwell software as their trusted source for compliance and quality solutions in the food industry. For more information, visit www.trustwell.com.

Role: VP of Customer Experience and Operations

FLSA: Full Time | Exempt | Salaried | Remote (US)

Reports to: Chief Customer Officer

Scope of Position:  The Vice President of Customer Experience & Operations is a newly created, hands-on leadership role established to define and execute a clear, scalable Customer Experience (CX) strategy based on customer segmentation and the post-sale customer journey. This role sits within a private equity–backed, growth-focused SaaS organization and is responsible for scaling customer operations, processes, AI usage, and people efficiently as the business grows. 

In partnership with the Chief Customer Officer, this role helps shape the overall post-sale customer strategy while owning the execution, operating model, and outcomes across Customer Support, Customer Success Management, and Customer Experience. The VP translates strategy into action by building systems, enabling leaders, and ensuring consistent, high-quality execution across the customer organization. 

The ideal candidate brings demonstrated experience working across a range of customer revenue segments, from SMB to large enterprise, and understands how to tailor engagement strategies accordingly. This individual must thrive in a fast-paced, dynamic environment where rapid growth, evolving processes, and shifting priorities are the norm.

Through direct management of functional leaders, this role owns day-to-day customer operations and is accountable for customer experience outcomes, support efficiency, usage, adoption, and enablement. This position is designed for a builder and operator who thrives in execution, is comfortable working in evolving systems, and is willing to roll up their sleeves to get critical work done.

Essential Duties & Responsibilities including but limited to:   

• Own execution and outcomes for Customer Support, Customer Success Management, and Customer Experience through direct leadership of functional leaders. 
• Lead and coach the Director of Operations (Support), Customer Success Team Lead, and Customer Experience Manager to drive performance, accountability, and consistency. 
• Define and execute a segmented customer experience and customer journey strategy across enterprise, mid-market, and SMB customers. 
• Design and implement AI-enabled capabilities, including chat, self-service, workflow optimization, and AI-assisted ticket handling, to scale support operations and improve customer experience. 
• Establish and operationalize 1-to-many customer success engagement and support models for SMB and mid-market customers. 
• Own the customer enablement strategy, including education programs, self-service resources, and ongoing adoption initiatives, through direct leadership of the Customer Enablement function. 
• Lead customer health strategy, including usage monitoring, health scoring, risk identification, and proactive engagement. 
• Establish operating rhythms, KPIs, dashboards, and reporting, including call and ticket review programs, to provide visibility into customer experience and team performance & effectiveness. 
• Identify operational gaps, inefficiencies, and risks and take direct action to resolve them. 
• Support growth initiatives by scaling people, processes, and systems in alignment with business objectives. 
• Partner cross-functionally with Product, Engineering, Sales, Account Management, Professional Services, and Onboarding to ensure seamless handoffs and a consistent post-sale experience. 
• Perform other duties as assigned.

Required Skills/Abilities 

• Proven experience building and operationalizing both Customer Support and Customer Success functions within a SaaS organization, with hands-on management responsibility. 
• Exceptional problem-solving and decision-making skills, with a strong focus on continuous improvement and operational excellence. 
• Demonstrated experience implementing AI to materially improve customer experience, augment ticket handling, and scale without linear headcount growth. 
• Builder-operator mindset with a track record of implementing Support and CSM programs, including tooling, processes, reporting, and continuous feedback loops. 
• Strong, practical experience in translating customer journeys into operational processes, cross-functional handoffs, and measurable improvements across the customer lifecycle. 
• Passionate about delivering an exceptional customer experience and driving customer success. 
• Strong analytical and data-driven decision-making skills with demonstrated ability to implement KPI frameworks, dashboards, and operating cadences that drive accountability and continuous improvement 
• Excellent cross-functional communication and stakeholder management skills. 

Education/Experience

• Bachelor’s degree in Business, Management, or related field required; Master’s degree preferred. 
• Ten (10+) years of experience in Customer Experience, Customer Success, or related roles, with at least five (5) years in people management; experience managing managers strongly preferred. 
• Demonstrated experience with customer support and customer success platforms; Zendesk and ChurnZero strongly preferred. 

Supervisory Responsibilities:  

• Directly manages functional leaders including the Director of Operations, Customer Success Team Lead, and Customer Experience Manager. 

Total Rewards Package:  

• Full healthcare benefits, including medical, dental, and vision. 
• Supplemental benefits, including STD, LTD, HSA, 401k, etc.
• Responsible Time Off (PTO) + Holiday Pay
• Competitive Compensation + Bonus! 
• Excellent culture, growth opportunities, plus much more...  

What to expect - the Hiring Process!  

• Interview with Human Resources
• Panel Interview (Yes, you + 4 others) :)
• Potential Peer Interview
• Offer of Employment (Background Screening/References) 

The compensation for this role is based on several factors, including the candidate's experience, education, skills, and alignment with the responsibilities outlined for the role. The anticipated salary range for this role is outlined below; with most candidates hired in the mid-range. 

To learn more about the culture & employee experience at Trustwell, check out our LinkedIn or GlassDoor! 

Trustwell is an equal employment opportunity employer committed to hiring and retaining a diverse workforce. Applicants receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, religion, or other legally protected class. If you need accommodation for any part of the employment process due to a medical condition, or any disability, please contact a member of our human resources team. 

Acceptable Background and References Required; Upon any conditional offers made by Trustwell. Equal Opportunity Employer/ DFWP/ Affirmative Action