VP, Customer Experience

Build The Future Of Customer Experience At Plexus WorldwideAt Plexus, we believe customer experience is more than support — it’s the emotional connection that drives loyalty, advocacy, and long-term growth. We are looking for a transformational leader to architect the next generation of customer experience across every touchpoint, channel, and market.This is not a “keep the lights on” customer service role.This is an opportunity to redesign the customer journey from the ground up — blending human-centered service, AI-driven innovation, scalable systems, and operational excellence to create a world-class omni-channel experience for both Customers and Ambassadors.If you are energized by building, transforming, innovating, and leading at scale, we want to meet you.What You’ll OwnAs VP of Customer Experience, you will lead the strategic vision and operational execution for the entire customer journey — from first interaction through long-term loyalty and retention.You Will OverseeGlobal customer support operationsDomestic and international contact centersBPO partnershipsKnowledge management and self-service ecosystemsAI-enabled support innovationCustomer journey optimizationVoice-of-customer strategyService scalability and operational transformationMost importantly, you will champion the customer lens at the executive table and help shape how Plexus evolves to serve a modern, digitally connected consumer.Key Performance ObjectivesCustomer Experience TransformationRedesign and modernize the end-to-end customer journeyEstablish a differentiated experience for Customers vs. AmbassadorsImprove customer retention, loyalty, and satisfaction metricsCreate a seamless omni-channel support ecosystemAI & Innovation LeadershipIntroduce AI-enabled customer service capabilities that improve speed, quality, and scalabilityReduce friction through automation and proactive support solutionsExpand digital self-service adoption and knowledge base utilizationOperational ExcellenceImprove CSAT, response times, and resolution efficiency globallyBuild scalable support infrastructure capable of supporting aggressive growthOptimize global contact center operations across HQ, international teams, and BPOsBusiness Growth ImpactSupport acquisition and retention of direct customers through exceptional service experiencesPartner cross-functionally to influence subscription, loyalty, and customer engagement strategiesHelp evolve Plexus into a modern customer-first organizationWhat You’ll DoStrategic LeadershipDefine and execute a multi-year customer experience roadmapBuild a proactive service model that anticipates customer needs before issues ariseCreate scalable systems that balance high-touch service with digital efficiencyCustomer Journey InnovationAnalyze the full customer lifecycle to identify friction points and growth opportunitiesDesign customer journeys that improve engagement, conversion, retention, and loyaltyElevate VIP and loyalty experiences through personalized service strategiesAI & Digital TransformationPartner with IT and Product teams to implement emerging AI technologies and automated workflowsModernize contact center management using data, automation, and intelligent support toolsExpand self-service capabilities and global knowledge management systemsOperational LeadershipLead domestic and international customer service teams and BPO relationshipsEstablish KPI frameworks across service operationsEnsure consistency, quality, and cultural alignment across all support channelsCross-Functional PartnershipCollaborate closely with Sales, Marketing, Operations, Product, and IT leadershipServe as the executive voice of the customer across the organizationPartner with Ambassador Experience leadership to ensure brand consistency and seamless transitions across support functionsWho You AreYou are:A transformational builder, not a maintenance operatorObsessed with customer experience and operational excellenceEqually comfortable discussing AI strategy and frontline service realitiesA visionary leader who can inspire change while executing with disciplineEmpathetic, innovative, and highly collaborativeYou Understand BothThe emotional side of customer loyaltyThe operational mechanics required to scale exceptional service globallyYou likely started your career in customer support or contact center operations and worked your way into executive leadership.What You BringRequired Experience12+ years leading customer service, customer experience, or contact center teams5+ years in senior leadership (Director level or above)Experience leading multi-site and/or international contact center operationsProven success scaling customer support in high-growth environmentsStrong experience with CRM systems, telephony platforms, AI tools, and customer service technologies.Preferred ExperienceExperience building proactive support ecosystems and self-service platformsDeep understanding of customer journey mapping and persona developmentAbility to translate customer insights and sentiment data into strategic business actionExperience leading operational transformation or digital modernization initiativesExposure to subscription, autoship, loyalty, or recurring customer business modelsAbout PlexusFounded in gut health. Experts in microbiome. Plexus Worldwide®, headquartered in Scottsdale, Arizona, is a renowned direct-selling company recognized as a top employer. Over the past 18 years, Plexus has dedicated itself to promoting hope, health, and happiness through its scientifically backed, innovative dietary supplements, weight management products, and personal care products, sold primarily through Plexus Brand Ambassadors. As a six-time Best Places to Work awardee, Blue Zone-approved employer, and an AZ Most Admired Company, Plexus prides itself on its robust organizational culture and commitment to community support and philanthropy. Our team is driven by a shared mission to empower individuals to achieve their health and wellness goals while offering additional income through the sale of products. Join us to be part of a team that values people, innovation, wellness, and community impact.BenefitsHighly rated and competitive medical plans.401k with company match and immediate vesting.1-on1, personalized health coaching.Many other voluntary benefits.To learn more about Plexus Worldwide, please review our careers page at www.plexusworldwide.com/careers.Thank you for taking the time to apply for an opportunity with our One Plexus team! If you had any issues during the application process, please contact us directly at careers@plexusworldwide.com.We are committed to protecting the privacy and security of your information. Visit our Candidate Privacy Notice for additional information.