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