VP of Customer Experience

Company Description Just Your Normal Missfit (JYNM) is a podcast and platform dedicated to amplifying the voices of neurodivergent individuals and those with invisible disabilities in a world largely built for neurotypical norms. Hosted by Ann Thomas—an ADHD adult, parent, educator, and inclusion advocate—JYNM explores the complex realities of learning differences through honest conversations, expert insights, and lived experiences. The platform examines how people grow, learn, and thrive in systems that may not fully understand or support them, while challenging traditional views of education and support. JYNM engages parents, educators, and institutions in rethinking what meaningful inclusion and real support can look like. The podcast is available on Spotify, Amazon, and YouTube, with an active presence on Instagram at @justyournormalmissfit and online at mommysuitup.org.
Role Description The VP of Customer Experience is a full-time remote leadership role responsible for shaping and overseeing the end-to-end experience of JYNM’s listeners, community members, and partners. This role will design and implement customer experience strategies that reflect JYNM’s mission of inclusion and support for neurodivergent communities, ensuring that every touchpoint—from podcast engagement to social media interaction and community initiatives—is accessible, empathetic, and responsive. Day-to-day responsibilities include analyzing audience feedback and engagement data, defining service standards, optimizing listener and community journeys, and collaborating closely with content, marketing, and partnership teams to align messaging and experiences. The VP of Customer Experience will establish processes for managing and resolving concerns, lead efforts to increase satisfaction and retention, and create inclusive frameworks for engaging diverse audiences. This role also involves mentoring team members, developing scalable customer service practices, and contributing to strategic planning for growth and impact.
Qualifications
Strong customer-focused mindset with demonstrated experience in Customer Experience and Customer Satisfaction, ideally in media, community-based organizations, or mission-driven platforms.
Background in Customer Service, including designing service processes, handling feedback and escalations, and building systems that prioritize empathy and accessibility.
Proven Analytical Skills to interpret audience data, engagement metrics, and qualitative feedback, and to translate insights into actionable strategies.
Experience in Strategic Planning, including setting customer experience goals, defining KPIs, and contributing to organizational roadmaps and initiatives.
Demonstrated commitment to inclusion, accessibility, and neurodiversity, with the ability to design experiences that support diverse needs and perspectives.
Excellent communication and collaboration skills, with experience leading cross-functional teams and influencing stakeholders at multiple levels.
Prior leadership experience in customer experience, operations, or related fields; experience in digital platforms, podcasts, education, or advocacy is

Work arrangement
No