Join ABC Fitness and become part of a culture that’s as ambitious as it is authentic. Let’s transform the future of fitness—together!
Our Values
Best Life
We believe great work begins with great people. That’s why our culture is built on respect, trust, and belonging. We create an inclusive environment where every team member can bring their authentic self to work—because diverse perspectives drive innovation and meaningful impact.
Growth Mindset
We are doers, thinkers, and dreamers. At ABC Fitness, your growth is our investment. Through continuous learning, mentorship, and professional development opportunities, we empower you to reach new heights—personally and professionally.
One Team
From day one, you’ll be part of a team that collaborates, celebrates, and cares. We move fast, support one another, and have fun along the way. Because when you thrive, we all thrive.
We are hiring a Director, CX/VOC Strategy to build ABC’s first centralized Voice of Client program.
This is an individual contributor role reporting to the VP, Client Experience. You will design the program architecture, define the client signal strategy, evaluate tool and system options, build the operating rhythm, and ensure client insights become clear decisions, accountable owners, and measurable improvements.
This role is ideal for a senior CX strategy leader who has built VoC programs before, thrives in ambiguity, communicates credibly with executives, and can drive cross-functional change without relying on formal authority. Over time, this role may evolve into people leadership as the program and team scale.
What you'll do
• Build ABC’s centralized Voice of Client program from the ground up, including the strategy, operating model, governance, roadmap, and success measures.
• Define how client feedback is collected, structured, connected, analyzed, and activated across multiple signal sources, including surveys, support interactions, client success notes, product usage, reviews, sales feedback, interviews, retention signals, and operational data.
• Evaluate VoC, CX analytics, text analytics, client intelligence, workflow, and reporting tools; define system requirements; recommend scalable architecture; and lead tool/system selection with key stakeholders.
• Create the insights layer that turns fragmented client feedback into trusted, decision-ready recommendations for Product/Engineering, Client Experience, Support, Client Success, Marketing, Operations, and senior leadership.
• Establish governance forums, ownership models, dashboards, escalation paths, and closed-loop processes that make client feedback part of how ABC makes decisions.
• Own and drive high-impact Client Experience optimization workstreams from problem definition through recommendation, execution, measurement, and follow-through.
• Partner with senior leaders and cross-functional teams to prioritize opportunities, resolve tradeoffs, and connect client insights to business outcomes.
• Coach and influence other team members through strong operating discipline, clear communication, and high standards for follow-through.
What you'll need
• 12+ years of experience in Client Experience, Voice of Client / Voice of Customer, client insights, strategy, operations, or a related discipline, including significant experience building or redesigning VoC programs.
• Demonstrated experience designing VoC program architecture, not only operating an existing program.
• Strong fluency with omnichannel client signal design, including how to connect qualitative and quantitative feedback into a trusted insight system.
• Ability to evaluate tools, systems, data flows, reporting needs, and operating processes to recommend scalable VoC architecture.
• Executive-ready communication skills, with the ability to translate complex client signals into clear recommendations, tradeoffs, and action plans.
• Proven ability to lead cross-functional initiatives with minimal oversight and without formal authority.
• Strong operational mindset, high accountability, and a high say/do ratio.
• Ability to use data to define priorities, make decisions, measure impact, and improve how teams operate.
• Sound judgment in ambiguous situations, including knowing when to escalate, challenge, simplify, or make a decision.
And it's great to have
• Experience with VoC, CX analytics, text analytics, client intelligence, workflow, or reporting platforms such as Qualtrics, Medallia, Gainsight, Salesforce, Zendesk, Tableau, Power BI, Looker, or similar tools.
• Experience using AI-assisted analysis, text analytics, or summarization tools to identify client themes, validate patterns, and improve insight quality.
• Experience building closed-loop feedback systems that connect insights to product, service, operational, or retention improvements.
• Experience in SaaS, payments, fitness technology, member experience, or multi-product platform environments.
• Experience coaching or informally leading team members, with interest in future people leadership as the program scales.
What success looks like
• ABC has a clear, centralized Voice of Client strategy, roadmap, and operating model.
• Client feedback is connected across channels and transformed into trusted, actionable insights.
• Senior leaders and cross-functional teams use VoC insights to make better decisions.
• Client Experience optimization workstreams have clear owners, timelines, measures, and follow-through.
• ABC has a scalable foundation for future VoC tooling, reporting, governance, and team growth.
Compensation for this role will be determined based on a variety of factors, including relevant experience, qualifications, skills, geographic location, and market considerations. The anticipated compensation range for this position is -
$128,000 - $152,000 USD- annually. In addition to base compensation, eligible employees may be offered other forms of compensation, such as bonuses, commissions, equity, or other incentive programs, where applicable. Compensation and benefits may vary by location and are subject to applicable legal, business, and market requirements.WHAT’S IN IT FOR YOU:
- Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
- Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
- Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
- Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
- Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
- Medical/Dental/Vision coverage
- EAP – we get you help when you need it. Period.
- Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
- And more! – so many benefits we couldn’t even fit them all here!
At ABC Fitness, we don’t just build technology—we build communities and transform lives. Your work matters here, your growth is supported, and your voice is heard. We welcome diverse talent and encourage you to apply, even if you don’t meet every requirement.
ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:
ABC is an equal opportunity employer committed to diversity, equity, and inclusion. We strive to create a workplace where every employee, client, and partner feels valued, inspired, and empowered to reach their full potential. For us, inclusion isn’t just the right thing to do—it’s a business imperative. Learn more at abcfitness.com
About ABC Fitness
ABC Fitness is the #1 software provider for fitness businesses of any size, all around the world. Supporting 30K clubs, 650K coaches, 40M members, and processing more than $12B in payments every year, ABC Fitness provides scalable, data-driven solutions to simplify club management and engage members and clients.
From personal trainers, boutique studios, and gyms, to international franchise health clubs, ABC Fitness will move your business forward through technology and industry insights. Innovation is at the center of everything we do, across ABC Glofox, ABC Ignite, ABC Trainerize, and ABC Evo. Let's make your fitness vision a seamless reality, together. Learn more at abcfitness.com
#LI-REMOTE
Skills Required
- 12+ years of experience in Client Experience, Voice of Client or Voice of Customer, client insights, strategy, operations, or a related discipline
- Significant experience building or redesigning Voice of Client programs
- Experience designing Voice of Client program architecture, rather than only operating an existing program
- Strong fluency with omnichannel client signal design and connecting qualitative and quantitative feedback
- Ability to evaluate tools, systems, data flows, reporting needs, and operating processes
- Executive-ready communication skills
- Ability to lead cross-functional initiatives with minimal oversight and without formal authority
- Strong operational mindset, accountability, and follow-through
- Ability to use data to define priorities, make decisions, measure impact, and improve operations
- Sound judgment in ambiguous situations
- Experience with Voice of Client, CX analytics, text analytics, client intelligence, workflow, or reporting platforms
- Experience with platforms such as Qualtrics, Medallia, Gainsight, Salesforce, Zendesk, Tableau, Power BI, or Looker
- Experience using AI-assisted analysis, text analytics, or summarization tools
- Experience building closed-loop feedback systems
- Experience in SaaS, payments, fitness technology, member experience, or multi-product platform environments
- Experience coaching or informally leading team members
ABC Fitness Solutions Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about ABC Fitness Solutions and has not been reviewed or approved by ABC Fitness Solutions.
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Leave & Time Off Breadth — Policies include open PTO for exempt roles, volunteer days, companywide disconnect days, and multiple leave types that emphasize rest and flexibility. Coverage spans military, parental, and “pawternity” leave.
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Wellbeing & Lifestyle Benefits — Offerings include an Employee Assistance Program, mental‑health concierge, Calm app access for employees and dependents, and a quarterly fitness reimbursement. A remote‑first setup complements these resources to support work–life balance.
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Parental & Family Support — Paid parental leave is positioned as best‑in‑class, with additional family‑friendly policies like “pawternity” leave. Generous bereavement policies are also highlighted positively.
ABC Fitness Solutions Insights
What We Do
At ABC Fitness, we're passionate about fitness. We believe that everyone deserves the opportunity to be their best selves and live their best lives. Our technology solutions are designed to empower fitness businesses and individuals to achieve their goals, whether it's building a stronger community, streamlining operations, or providing personalized training experiences. We're committed to making fitness accessible and enjoyable for everyone. We believe fitness is a lifestyle for people of every age, every shape, every color, and every gender. From the inside out, we live our day-to-day life guided by our core values: One Team, Growth Mindset, and Best Life. These values shape our culture, the way we work, and how we interact with each other and our community. We believe in the power of teamwork, continuous learning, and fostering a supportive environment where everyone can thrive. If you rock your sneakers with confidence and believe in the extraordinary, you’re in the right place. As One Team, we collaborate and respect each other, fostering a sense of belonging and encouraging individual growth. With a Growth Mindset, we embrace challenges, strive for continuous improvement, and promote smart experiments. Through Best Life, we prioritize the well-being of our team and community, inspiring each other to be our best selves and live our best lives.
Why Work With Us
As One Team, we are committed to creating an inclusive and safe space and fostering an environment where every team member feels like they can bring their whole selves to work. We are dedicated to designing equitable experiences that inspire and activate our growth mindset, so everyone can learn and grow together.
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