Director of Customer Experience

Summary

Join Voltage Park, a company focused on making machine learning infrastructure accessible, as their Director of Customer Experience (CX). Lead the CX team in delivering a world-class customer experience throughout the customer lifecycle. This strategic role involves owning platforms and processes to ensure minimal downtime and high retention, while also channeling customer feedback to influence organizational decisions. You will lead technical support, account management, and customer operations, partnering with the VP of Infrastructure to proactively solve customer issues. This fully remote role (with some travel) requires 10+ years of enterprise CX experience and strong leadership skills. The ideal candidate thrives in fast-paced environments and is a technical leader who can collaborate effectively with engineering and product teams.

Requirements

• Have 10+ years of enterprise CX experience, including 5+ years in senior or director-level roles within growth-stage, globally distributed, always-on environments
• Be an exceptional leader of leaders with a proven track record of building, managing, and growing high-performance teams rooted in a culture of accountability, autonomy, and ownership. Create clarity, eliminate distractions, and set clear priorities, ensuring your team stays focused on what drives impact
• Thrive in fast-moving, ambiguous environments where priorities shift, processes evolve, and scaling requires both adaptability and decisive action
• Drive operational excellence by continuously monitoring SLAs, refining processes, and using data to identify and eliminate bottlenecks or inefficiencies
• Develop, communicate, and execute strategies that ensure a seamless, consistent customer experience across all touchpoints, from onboarding to support to expansion
• Be a strong customer advocate, with the skills to ensure their voice influences decision-making across the organization
• Have extensive experience handling major escalations and crises, working cross-functionally to deliver swift and effective resolutions
• Be a technical leader who thrives in technical environments and has the confidence to collaborate directly with engineering and product management teams
• Believe in building an equitable and inclusive culture reflective of the world we serve

Responsibilities

• Deliver an exceptional Voltage Park customer experience by driving customer problems to resolution with quick response times, seamless coordination across resolving parties, and proactive communication – or by solving problems before they reach customers in the first place
• Own (and influence) the platforms, datasets, and processes that directly enable exceptional customer experience – resulting in minimal downtime, high-retention, and category-leading NPS
• Channel the voice of the customer to other parts of the Voltage Park organization to influence decision-making across product, engineering, marketing, and sales
• Lead the technical support, account management, and customer operations functions
• Partner with the VP of Infrastructure to tightly align the CX functions with engineering teams responsible for hardware, network, and data center operations
• Turn customer issues into proactive solutions that prevent recurrence and enhance reliability
• Be personally involved with customer issue resolution, own strategic initiatives and always lead from the front

Preferred Qualifications

• Have experience meaningfully integrating AI into the customer experience
• Have experience working at companies in HPC and/or Cloud Computing
• Have any of the following technical skillsets: Networking knowledge, GPU architecture, VAST storage, elastic monitoring, general Linux systems

Benefits

Fully remote role (with some travel required 1x a quarter)