IT-Supervisor

Chief Customer Officer
Location
Los Angeles, CA | Hybrid / Remote Available
Employment Type
Full-Time | Executive Leadership
Reports To
Chief Executive Officer (CEO)
Position Summary
We are seeking an experienced, strategic, and customer-focused Chief Customer Officer (CCO) to lead the company's global customer organization and drive customer satisfaction, retention, loyalty, engagement, and long-term customer value.
The Chief Customer Officer will oversee customer success, customer support, customer experience, customer operations, and customer relationship management. This executive will develop customer-centric strategies, improve service quality, strengthen customer relationships, and ensure a consistent customer experience throughout the customer lifecycle.
Working closely with Product, Sales, Marketing, Operations, and Executive Leadership, the CCO will translate customer insights into actionable business strategies that improve retention, increase customer lifetime value, and support sustainable company growth.
Key Responsibilities1. Customer Strategy & Leadership
Develop and execute the company's global customer strategy.
Align customer initiatives with corporate objectives and business priorities.
Establish customer service standards, policies, and operating frameworks.
Define customer experience goals and long-term improvement initiatives.
Advise executive leadership on customer trends, risks, and opportunities.
2. Customer Experience Management
Oversee the end-to-end customer journey across all touchpoints.
Identify and eliminate customer experience gaps and pain points.
Establish consistent service standards across channels and regions.
Improve customer satisfaction, engagement, and overall experience.
Lead initiatives to simplify customer interactions and reduce friction.
3. Customer Success & Retention
Develop strategies to improve customer retention and loyalty.
Establish customer success programs and relationship management processes.
Identify customer churn risks and implement preventive measures.
Support customer onboarding, adoption, and ongoing engagement.
Drive customer expansion, renewals, and long-term value creation.
4. Customer Support & Service Operations
Oversee customer support teams, service delivery, and escalation processes.
Establish service-level agreements (SLAs) and performance standards.
Improve response times, resolution rates, and service quality.
Develop processes for handling complaints and complex customer issues.
Implement scalable support systems and operational workflows.
5. Customer Insights & Analytics
Monitor customer satisfaction, retention, churn, and engagement metrics.
Establish Voice of the Customer (VoC) programs and feedback channels.
Analyze customer behavior, service data, and satisfaction trends.
Translate customer insights into actionable business recommendations.
Develop dashboards and reports to measure customer performance.
6. Cross-Functional Collaboration
Partner with Product and Engineering to address customer needs.
Collaborate with Sales and Marketing on customer acquisition and retention.
Work with Operations to improve service delivery and efficiency.
Communicate customer feedback and strategic priorities to leadership.
Coordinate cross-functional initiatives to resolve recurring customer issues.
7. Customer Operations & Process Improvement
Establish scalable customer operating models and workflows.
Optimize customer service processes, tools, and resource allocation.
Implement automation and technology to improve service efficiency.
Standardize customer management policies and documentation.
Continuously improve operational performance and service quality.
8. Team Leadership & Development
Recruit, lead, mentor, and develop customer-facing teams.
Oversee Customer Success, Customer Support, and Customer Operations leaders.
Establish team performance goals, KPIs, and accountability standards.
Build a customer-centric culture focused on ownership and continuous improvement.
Develop leadership pipelines and career development programs.
QualificationsEducation
Bachelor's degree in Business Administration, Customer Experience, Operations Management, Marketing, or a related field.
MBA or master's degree preferred.
Experience
20+ years of experience in customer success, customer experience, customer support, or related functions.
10+ years of senior leadership experience managing customer-facing organizations.
Proven track record of improving customer satisfaction, retention, and operational performance.
Experience leading cross-functional teams and large-scale customer initiatives.
Strong understanding of customer lifecycle management, service operations, and customer analytics.
Demonstrated ability to influence executive stakeholders and drive organizational change.
Excellent strategic thinking, communication, and people management skills.
Core Competencies
Customer Strategy & Leadership
Customer Experience Management
Customer Success
Customer Support Operations
Customer Retention & Loyalty
Customer Relationship Management
Voice of the Customer (VoC)
Customer Analytics & Reporting
Service Quality Management
Cross-Functional Leadership
Process Optimization
Change Management
Strategic Planning
Team Development
Preferred Certifications
Certified Customer Experience Professional (CCXP)
Certified Customer Success Manager (CCSM)
Customer Success Leadership Certification
Project Management Professional (PMP)
Lean Six Sigma Certification
ITIL Foundation Certification
Preferred Tools
Salesforce
HubSpot
Zendesk
Intercom
Freshdesk
Gainsight
Totango
ChurnZero
Qualtrics
Medallia
Pendo
Mixpanel
Amplitude
Tableau
Microsoft Power BI
Jira
Confluence
Slack
Microsoft Teams
Compensation & Benefits
Competitive Executive Compensation Package
Annual Performance Bonus
Equity or Stock Option Plan, Where Applicable
Comprehensive Medical, Dental, and Vision Insurance
401(k) Retirement Savings Plan
Flexible Hybrid / Remote Work Environment
Paid Time Off (PTO)
Professional Development Opportunities
Executive Leadership Development Programs
Opportunity to Shape Customer Strategy and Drive Long-Term Business Growth
Apply Now
We are seeking an accomplished Chief Customer Officer (CCO) who can build a world-class customer organization, strengthen customer relationships, improve customer experiences, and drive measurable improvements in customer retention and satisfaction.
The ideal candidate combines strategic leadership, customer-centric thinking, operational excellence, analytical capability, and cross-functional collaboration to create lasting customer value and support the company's sustainable growth.

Work arrangement
No