Vice President of Customer Experience

Vice President of Customer Experience

About the Company

Dynamic provider of adult social sports & entertainment services

Industry

Entertainment

Type

Privately Held, Private Equity-backed

Founded

2014

Employees

51-200

Categories

• Athletics
• Racing Sports
• Film
• Recreation
• Sports
• Sporting Goods

Specialties

About the Role

The Company is seeking a Vice President, Customer Experience (CX) to be the driving force behind the design and implementation of programs that ensure an exceptional and consistent experience for players and staff across all markets. The successful candidate will be responsible for reimagining the national customer service function, establishing and measuring satisfaction and retention KPIs, and integrating customer service as a key driver of growth. This role demands a visionary operator with a proven track record in connecting customer insights to revenue growth and operational excellence, particularly in multi-city or multi-unit organizations. The VP of CX will also be tasked with defining and maintaining quality standards, leading innovation in experience design, and translating the company's vision into operational strategies that enhance player satisfaction and foster community ties. Applicants for the VP of CX position at the company must have a minimum of 15 years' of senior leadership experience in customer experience, operations, or training, with a strong emphasis on scaling across diverse markets. The role requires an individual with an innovative mindset, expertise in designing scalable training, quality control, and customer service systems, and a demonstrated ability to lead through influence and inspire teams. A background in startups or high-growth environments, particularly in consumer-based industries such as sports, media, or entertainment, is highly valued. The ideal candidate will be passionate about community, health, and social wellness initiatives, and will be expected to champion innovation that redefines the player journey and strengthens the company's position as a leader in the adult social sports industry.

Hiring Manager Title

CEO

Travel Percent

Less than 10%

Functions