Full-Time

VP of Customer Experience

Posted on 5/16/2024

Gamechanger

Gamechanger

201-500 employees

Live game streaming, scorekeeping app for sports

Consumer Software

Senior

Remote in USA

Required Skills
Agile
Sales
Marketing
Requirements
  • Bachelor's degree in Business Administration, Marketing, or a related field (Master's degree preferred).
  • Proven experience in a senior leadership role overseeing customer experience or related functions, preferably within the tech industry.
  • Strong strategic thinking and analytical skills, with the ability to translate data into actionable insights and initiatives.
  • Excellent communication and interpersonal skills, with the ability to influence and inspire others at all levels of the organization.
  • Demonstrated experience building and leading high-performing teams, fostering a culture of collaboration, innovation, and accountability.
  • A passion for delivering exceptional customer experiences and a deep understanding of customer needs and expectations.
  • Experience working in a fast-paced, agile environment with the ability to adapt to change and drive continuous improvement.
Responsibilities
  • Develop and implement a comprehensive customer experience strategy aligned with the company's goals and objectives.
  • Utilize data-driven insights to understand customer needs, preferences, and behaviors, and translate them into actionable initiatives.
  • Define key performance indicators (KPIs) and metrics to measure the effectiveness of customer experience initiatives and track progress over time.
  • Champion the Voice of the Customer internally at GameChanger.
  • Establish processes for collecting, analyzing, and developing actionable insights on customer expectations, experiences, and feedback.
  • Use data and insights to act upon customer feedback to continuously improve products and services.
  • Develop strategies to cultivate customer advocates and brand ambassadors, leveraging their positive experiences to drive business growth.
  • Lead efforts to map the customer journey, identify pain points, and implement improvements to enhance the overall customer experience.
  • Evaluate and evolve CX models, team structures, and business processes.
  • Build and lead a high-performing customer experience team, providing coaching, mentorship, and professional development opportunities.
  • Foster collaboration across departments including product development, engineering, design, marketing, sales, and customer experience to ensure a seamless and consistent customer experience across all touchpoints.
  • Partner with DSG to identify synergies and share information across Customer teams, and manage external systems, vendors, and contractors.
  • Identify and implement innovative technologies and tools to automate and streamline processes, personalize interactions, and deliver exceptional customer experiences (e.g. chatbot, livechat, etc.)
  • Stay abreast of industry trends, best practices, and emerging technologies in customer experience management, and drive continuous improvement and automation initiatives accordingly.

GameChanger provides an app for live game streaming and advanced scorekeeping for youth sports teams, utilizing live streaming and advanced scorekeeping technologies to enhance the experience for coaches, players, and fans.

Company Stage

M&A

Total Funding

$10.2M

Headquarters

New York, New York

Founded

2009

Growth & Insights
Headcount

6 month growth

14%

1 year growth

50%

2 year growth

125%
INACTIVE