Director of Customer Experience (CX) - Remote

Overview

Voltage Park is on a mission to make machine learning infrastructure accessible to all, from large enterprises and research universities, to seed-stage startups and nonprofits. We believe that providing seamless access to compute with pricing and inventory transparency is the future of access to GPUs. As part of this effort, we are looking for an experienced Director of Customer Experience (CX) to lead the core team responsible for creating a world-class experience across the customer lifecycle.

In Short

• Lead the core CX team to deliver exceptional customer experiences.
• Drive customer problem resolution with quick response times.
• Own platforms and processes that enable exceptional customer experience.
• Influence decision-making across product, engineering, marketing, and sales.
• Be accountable for strategy, planning, and execution of CX initiatives.
• Partner with the VP of Infrastructure to align CX with engineering.
• Engage in personal involvement with customer issues as a player/coach.
• Ensure high retention and category-leading NPS.
• Develop strategies for seamless customer experience across all touchpoints.
• Promote a culture of accountability and ownership within the team.

Requirements

• 10+ years of enterprise CX experience, with 5+ years in senior roles.
• Proven track record of building and managing high-performance teams.
• Ability to thrive in fast-moving, ambiguous environments.
• Experience driving operational excellence and refining processes.
• Strong customer advocacy skills to ensure their voice influences decisions.
• Experience handling major escalations and crises effectively.
• Technical leadership experience in environments with engineering and product teams.
• Commitment to building an equitable and inclusive culture.

Benefits

• Opportunity to shape the customer experience at a growing company.
• Work in a fully remote role with a flexible environment.
• Gain invaluable skills and experience in a dynamic culture.
• Career advancement opportunities within the organization.
• Contribute to a mission-driven company focused on accessibility in AI.