Back to jobs
New

Senior Vice President of Customer Experience

United States

Role Overview As the Senior Vice President of Customer Experience, your primary mission is to define and execute a comprehensive global customer strategy aligned with Talkdesk’s business objectives, driving Net Revenue Retention (NRR), exceptional customer ROI, adoption, and sustainable enterprise growth. Operating at the executive level, you will manage, lead, and scale a global, multi-departmental organization encompassing Global Professional Services, Customer Care (Customer Support), Customer Experience Management (Customer Success), and Customer Enablement.

You will own Talkdesk's global post-sales customer organization while directly leading the evolution and execution of our global unified delivery model across core CCaaS and AI/agentic solutions, with particular focus on scaling our Agentic Delivery and Forward Deployed capabilities. Reporting directly to the Chief Product, Technology & Customer Officer, you will act as a pivotal executive leader—bridging high-level technical architecture and product innovation with on-the-ground customer execution. As AI continues to be a core part of our portfolio and we expand our agentic capabilities, you will build on and scale proven delivery methodologies and Forward Deployed models to drive greater consistency, accelerate time-to-value, and deliver measurable customer outcomes across our portfolio.

 

Key Responsibilities

Global Delivery & AI Transformation

  • Unified Global Delivery: Lead the strategy and execution of Talkdesk’s global delivery model across CCaaS and AI/agentic solutions, including Agentic Delivery and Forward Deployed teams, establishing scalable, repeatable deployment methodologies and a consistent customer experience across our portfolio.
  • Drive Innovation & Customer ROI: Act as a key catalyst for organizational change, evolving our delivery capabilities as we scale AI and agentic solutions alongside our core CCaaS offerings, building the technical and Forward Deployed capabilities required to deliver increasingly complex AI solutions and ensure enterprise customers accelerate time-to-value and achieve measurable ROI.
  • Delivery Excellence: Optimize the delivery operating structure and capabilities to meet the changing needs of our product portfolio and customers, bringing together the right Professional Services, technical, and cross-functional resources around customer outcomes.
  • Product & Technology Alignment: Work in direct partnership with Product and Engineering executive leaders to translate real-world deployment insights, customer edge cases, and field feedback into actionable product roadmap priorities.

Strategic Leadership & Global Impact

  • Customer Outcomes & NRR: Formulate and implement overarching strategies to continuously elevate the post-sales customer experience across Professional Services, Customer Care, Customer Experience, and Customer Enablement, driving customer adoption, retention, expansion, and Net Revenue Retention (NRR).
  • Executive Accountability & Enterprise Thinking: Own the overall success of the Customer Experience function. Apply broad business acumen to make strategic, enterprise-wide decisions that impact multiple functions and drive the company's long-term growth and profitability goals.
  • Financial Management & P&L Governance: Develop, manage, and optimize global multi-million dollar budgets across all CX disciplines, balancing revenue targets and gross margins while driving operational efficiencies and delivering regular financial and operational reporting to senior leadership.

Cross-Functional Orchestration & Executive Interaction

  • Executive Sponsorship & Customer Engagement: Serve as a hands-on executive leader with a strong, visible presence with customers, including regular in-person engagement with strategic accounts and C-level and board-level stakeholders, to understand business needs firsthand, foster deep trust, stay close to customer outcomes and challenges, and serve as an executive sponsor for major global accounts.
  • Strategic GTM Alignment: Collaborate seamlessly with Sales, Revenue, Product, and Marketing leaders to align pre-sales expectations, execute smooth customer handoffs, drive retention, and identify expansion pathways.

Team Development & Organizational Capability

  • Scale High-Performing Teams: Drive talent strategy across the CX organization by recruiting, developing, and retaining world-class leaders and practitioners.
  • Mentorship & Culture of Excellence: Provide strategic direction, mentorship, and executive succession planning while fostering an inclusive, transparent culture centered on accountability, high-quality execution, and AI fluency.

 

Desired Background

  • Experience: 15+ years of progressive leadership experience in Customer Experience and/or  Professional Services within global SaaS or cloud enterprise environments, including 5+ years in a senior executive role (VP or SVP). 
  • Technical Leadership: Strong technical foundation and demonstrated ability to lead highly technical customer delivery organizations, engage deeply with Product and Engineering teams, and credibly navigate enterprise architecture, integrations, AI/agentic solutions, and complex deployment environments.
  • Education: Master's degree or MBA highly preferred; Bachelor's degree required.
  • Executive Presence: Exceptional communication, persuasion, and C-suite negotiation skills. Proven ability to translate complex technical, product, and operational concepts into clear business value for enterprise executives.
  • Global Delivery Leadership: Demonstrated success leading complex, large-scale enterprise implementations and evolving global delivery models across multiple products, technologies, and customer segments, including technical and Forward Deployed delivery motions. 
  • Strategic Knowledge & AI Expertise: Deep understanding of enterprise AI delivery (including Generative AI, LLMs, and agentic frameworks), contact center operations (CCaaS/UCaaS), enterprise software implementations, and customer retention strategies.
  • Complex Problem-Solving: Strong analytical and executive decision-making skills with a track record of implementing innovative solutions to overcome structural, operational, or deployment bottlenecks.
  • Leadership Scope: Proven ability to build, manage, and inspire large, distributed, multi-tiered global organizations (200+ headcount across CX organization).

 

Pay Range (OTE Pay): $265,000 -$400,000

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. 

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.

Paid Holidays: Talkdesk offers 14 paid holidays each year. 

Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

Method of Application: Apply online.

Application Window: The application window is expected to close at least 7 days from the posting date. The application was posted on 08/17/2026.

Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.

All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

Answering "Yes" does not automatically disqualify your candidacy.

Select...

Read our Privacy Notice for more details.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Talkdesk’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 07/31/2029

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

At Talkdesk, we are an AI-first organization. We use artificial intelligence (AI) tools, including the interview intelligence platform BrightHire, to support a fair and consistent evaluation of candidates.


These tools assist our team in reviewing applications, analyzing interview content, and assessing role-related skills. Specifically, BrightHire helps us record and transcribe interviews so our interviewers can focus entirely on the conversation and ensure an objective review of every candidate. All decisions during the hiring process are made by the responsible hiring team. 


Where AI tools involve the recording or summarizing of interview content, your consent will be requested before the recording would start. You may reject or withdraw your consent at any time without impact on your candidacy.


Learn more