Hours: Full-time

The role

We are seeking an experienced and visionary Vice President of Customer Experience (CX) to lead and scale our global customer experience function, with a strong focus on customer support, content moderation, customer training, and data-driven retention programs. This role will be pivotal in delivering a world-class user experience across our suite of immersive web, which includes multiplayer capabilities utilizing voice, video, and text chat. Reporting to the Chief Product Officer (CPO), this leader will drive strategies to enhance customer satisfaction, ensure safe and moderated interactions, provide comprehensive user training, and develop retention programs based on customer insights and data analytics.

What you’ll do

• Customer Experience Strategy: 
  • Define and execute a comprehensive customer experience strategy aligned with Infinite Reality’s immersive platform and marketplace. 
  • Prioritize exceptional user journeys across all touchpoints, including onboarding, in-experience support, and issue resolution.
• User Engagement & Moderation: 
  • Oversee and develop processes for moderating multiplayer interactions, ensuring safe and enjoyable use of voice, video, and text chat features. 
  • Establish guidelines for content moderation to mitigate risks and maintain platform integrity.
• Customer Support: 
  • Build and manage a high-performing customer support team capable of scaling with the platform. 
  • Implement customer-centric support systems, including AI-driven solutions for timely issue resolution and escalation.
• Cross-Functional Collaboration: 
  • Work closely with product, engineering, and marketing teams to improve platform usability and enhance customer satisfaction. 
  • Collaborate on integrating feedback mechanisms to capture user insights and drive continuous improvement.
• Team Leadership: 
  • Develop and mentor a strong customer experience team, fostering a culture of innovation, empathy, and customer advocacy. 
  • Ensure that the team is equipped to handle the unique challenges of a dynamic and immersive platform.
• Data-Driven Optimization: 
  • Leverage customer insights and analytics to continuously refine the CX strategy. 
  • Identify trends in user behavior and proactively address potential friction points in the user experience.
• Risk Management: 
  
  • Implement and manage risk mitigation processes related to customer experience, particularly in regard to the moderation of real-time interactions in multiplayer settings.

What you’ll bring

• Bachelor’s degree in Business, Communications, or a related field. MBA or advanced degree preferred.
• 10+ years of experience in customer experience management, with at least 5 years in a senior leadership role.
• Proven experience in building and scaling CX functions for digital products, ideally in immersive technologies, gaming, or virtual environments.
• Strong knowledge of customer support technologies, including AI-driven tools and omnichannel support strategies.
• Experience in moderation and management of user-generated content, including voice, video, and text chat environments.
• Ability to thrive in a fast-paced, dynamic environment and work across departments to drive outcomes.
• Exceptional leadership and team-building skills with a strong focus on user-centric innovation.

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