VP, Customer Experience

Build the Future of Customer Experience at Plexus Worldwide At 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 Own As 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 oversee: Global customer support operations Domestic and international contact centers BPO partnerships Knowledge management and self-service ecosystems AI-enabled support innovation Customer journey optimization Voice-of-customer strategy Service scalability and operational transformation Most 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 Objectives Customer Experience Transformation Redesign and modernize the end-to-end customer journey Establish a differentiated experience for Customers vs. Ambassadors Improve customer retention, loyalty, and satisfaction metrics Create a seamless omni-channel support ecosystem AI & Innovation Leadership Introduce AI-enabled customer service capabilities that improve speed, quality, and scalability Reduce friction through automation and proactive support solutions Expand digital self-service adoption and knowledge base utilization Operational Excellence Improve CSAT, response times, and resolution efficiency globally Build scalable support infrastructure capable of supporting aggressive growth Optimize global contact center operations across HQ, international teams, and BPOs Business Growth Impact Support acquisition and retention of direct customers through exceptional service experiences Partner cross-functionally to influence subscription, loyalty, and customer engagement strategies Help evolve Plexus into a modern customer-first organization What You’ll Do Strategic Leadership Define and execute a multi-year customer experience roadmap Build a proactive service model that anticipates customer needs before issues arise Create scalable systems that balance high-touch service with digital efficiency Customer Journey Innovation Analyze the full customer lifecycle to identify friction points and growth opportunities Design customer journeys that improve engagement, conversion, retention, and loyalty Elevate VIP and loyalty experiences through personalized service strategies AI & Digital Transformation Partner with IT and Product teams to implement emerging AI technologies and automated workflows Modernize contact center management using data, automation, and intelligent support tools Expand self-service capabilities and global knowledge management systems Operational Leadership Lead domestic and international customer service teams and BPO relationships Establish KPI frameworks across service operations Ensure consistency, quality, and cultural alignment across all support channels Cross-Functional Partnership Collaborate closely with Sales, Marketing, Operations, Product, and IT leadership Serve as the executive voice of the customer across the organization Partner with Ambassador Experience leadership to ensure brand consistency and seamless transitions across support functions Who You Are You are: A transformational builder, not a maintenance operator Obsessed with customer experience and operational excellence Equally comfortable discussing AI strategy and frontline service realities A visionary leader who can inspire change while executing with discipline Empathetic, innovative, and highly collaborative You understand both: The emotional side of customer loyalty The operational mechanics required to scale exceptional service globally You likely started your career in customer support or contact center operations and worked your way into executive leadership. What You Bring Required Experience 12+ years leading customer service, customer experience, or contact center teams 5+ years in senior leadership (Director level or above) Experience leading multi-site and/or international contact center operations Proven success scaling customer support in high-growth environments Strong experience with CRM systems, telephony platforms, AI tools, and customer service technologies. Preferred Experience Experience building proactive support ecosystems and self-service platforms Deep understanding of customer journey mapping and persona development Ability to translate customer insights and sentiment data into strategic business action Experience leading operational transformation or digital modernization initiatives Exposure to subscription, autoship, loyalty, or recurring customer business models About Plexus Founded 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. Benefits Highly 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 [email protected] . We are committed to protecting the privacy and security of your information. Visit our Candidate Privacy Notice for additional information. #LI-HK1

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