VP of Customer Experience
About GameChanger:
We believe in the life-changing impact youth sports have on and off the field because they encourage leadership, teamwork, responsibility, and confidence—important life lessons that have the power to propel our youth toward meaningful futures. We recognize that without coaches, parents, and volunteers, organized youth sports could not exist. By building the first and best place to experience the youth sports moments important to our community, we are helping families elevate the next generation through youth sports.
So if you love sports and their community-building potential, or building cool products is your sport, GameChanger is the team for you. We are a remote-first, dynamic tech company based in New York City, and we are solving some of the biggest challenges in youth sports today.
The Position:
We are seeking a strategic and visionary leader to join our team as the Vice President of Customer Experience. The VP of Customer Experience will play a pivotal role in shaping and executing our customer-centric strategies to drive customer satisfaction, loyalty, and advocacy. They will champion the Voice of the Customer and look for opportunities to increase automation throughout the end to end customer journey, with thoughtful planning and implementation. They will partner cross-functionally to leverage data and insights to improve our products and customer experience. This role reports to our VP of People and Operations.
What You’ll Do:
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.
Who You Are:
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.
Perks:
Work remotely throughout the US* or from our well-furnished, modern office in Manhattan, NY.
Unlimited vacation policy.
Paid volunteer opportunities.
WFH stipend - $500 annually to make your WFH situation comfortable.
Snack stipend - $60 monthly to have snacks shipped to your home office.
Full health benefits - medical, dental, vision, prescription, FSA/HRA., and coverage for family/dependents.
Life insurance - basic life, supplemental life, and dependent life.
Disability leave - short-term disability and long-term disability.
Retirement savings - 401K plan offered through Vanguard, with a company match.
Company paid access to a wellness platform to support mental, financial and physical wellbeing.
Generous parental leave.
DICK’S Sporting Goods Teammate Discount.
We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
The target salary range for this position is between $200,000 and $230,000. This is part of a total compensation package that includes incentive, equity, and benefits for eligible roles. Individual pay may vary from the target range and is determined by several factors including experience, internal pay equity, and other relevant business considerations. We constantly review all teammate pay to ensure a great compensation package that is fair and equal across the board.
*DICK'S Sporting Goods has company-wide practices to monitor and protect us from compliance and monetary implications as it pertains to employer state tax liabilities. Due to said guidelines put in place, we are unable to hire in AK, DE, HI, IA, LA, MS, MT, OK, and SC.
Compensation Range: $200K - $230K
