Lead VP OF Customer Experience

Head of Customer Experience & AI Operations
We're looking for a Head of Customer Experience & AI Operations to build the future of customer support at Grid.

Your mission is to leverage AI, automation, data, and operational excellence to create a customer experience that feels fast, personal, and magical—while allowing a lean team to support millions of users. You'll design AI-powered workflows, build customer-facing agents, identify opportunities for automation, and partner closely with product and engineering teams to eliminate customer pain points at their source. You'll also lead a team of customer support specialists who handle issues that still require human judgment and empathy.

What you'll do
Build the AI Support Organization

Design and deploy AI-powered support workflows across chat, email, and self-service channels

Evaluate and implement new AI tools, agents, copilots, and automation platforms

Continuously increase automation rates while maintaining customer satisfaction

Own Customer Experience Metrics

Drive improvements across CSAT, response times, resolution times, automation rates, and customer retention

Build dashboards and reporting to identify opportunities for improvement

Lead Escalations and Operations

Manage a team of customer experience specialists handling complex customer issues

Establish escalation processes and quality standards

Ensure customers receive fast, empathetic, and accurate support

Be the Voice of the Customer

Identify recurring pain points and partner with Product and Engineering to fix root causes

Translate customer feedback into actionable product improvements

Build systems that proactively detect customer issues before they become support tickets

Build Internal Tools

Use AI and no-code/low-code tools to improve team productivity

Create workflows, automations, dashboards, and operational tooling

What we're looking for:
Customer Experience Leadership

3+ years management experience in customer support, operations, trust & safety, or customer experience teams

Track record of improving customer satisfaction while scaling operations

AI and Systems Mindset

Deep curiosity about AI and automation

Experience implementing AI tools, chatbots, workflow automation, or operational systems

Ability to identify repetitive work and automate it

Analytical Thinking

Comfortable working with data and metrics

Experience using SQL, spreadsheets, BI tools, or similar analytical platforms

Ability to diagnose operational bottlenecks and measure improvements

Builder Mentality

Self-starter who thrives in ambiguity

Excited to build systems from scratch

High ownership and bias toward action

Customer Obsession

Strong empathy for customers

Excellent written communication skills

Ability to balance automation with human judgment

$80,000 - $130,000 a year

Competitive equity package
Benefits

Medical / Dental / Vision

401k

Life insurance

Salary range

$80,000 - $130,000 per year

Why This Role Is Different
Most companies are asking how AI can help their support teams. At Grid, we're asking a bigger question: What would customer support look like if you built it from scratch in the AI era?

You'll have the opportunity to answer that question for more than a million users and help define how customer experience operates at Grid for years to come.

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