Infinite Reality (iR) is an innovation company powering the next generation of digital media and ecommerce through AI and immersive technologies. iR’s virtual worlds enable brands and creators to fully control how they distribute content, engage audiences, and monetize their creations while acquiring more powerful data on their customers. With deep expertise in Hollywood production, Web3 and XR, iR is redefining the infinite possibilities of connected digital environments in the modern age. iR’s portfolio of brands includes the spatial computing and AI platform, Infinite Reality Engine, the world’s premier, professional drone racing property, Drone Racing League, XR production facility Thunder Studios, creator talent management firm TalentX, and digital marketing agency Fearless Media. The company is backed by an impressive roster of investors including RSE Ventures, Liberty Media, Lux Capital, Lerer Hippeau, MGM, CAA, T-Mobile Ventures, Courtside VC, Exor, Terracap, IAC, Live Nation, DJ and producer Steve Aoki, rock band Imagine Dragons, NBA player Rudy Gobert, Interscope Records, and more.
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.
Base Salary Range
$200,000—$230,000 USD
Base pay will depend on a variety of job-related factors, which may include education, certifications, experience, market demands, and locations.
Benefits
- Paid Time-Off: We offer flexible vacation time, 10 company holidays + we shut down Christmas to New Years
- Health Plans: We offer robust medical, dental, and vision plans for you and your dependents. Disability, life insurance, and FSA benefits are also available
- Wellness: Access to Teladoc and an EAP
- Parental Leave: Paid leave
- Retirement Savings: Contribute pretax earnings to our 401(k) Plan
Our Culture
- Impact: Play a crucial role in our growth journey.
- Culture: Join a vibrant team valuing creativity and collaboration.
- Growth: Thrive in a fast-paced, dynamic environment.
- Reward: Enjoy competitive compensation, equity opportunities, and comprehensive benefits.
- Ready to shape our future? Apply now and be part of something extraordinary!
We’re looking for more forward-thinking and collaborative people to be a part of our innovation journey and mission to push the boundaries of technology. If you’re ready to help us achieve this vision — we’d love to hear from you! At Infinite Reality, we're looking for people invigorated by our values and drive to change the world, not just those who simply check off boxes.
Infinite Reality embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We strive to build a company that reflects a global audience.
CCPA Notice for California Job Candidates: Please review our CCPA Notice.
Top Skills
What We Do
Infinite Reality (iR) is an innovation company powering the next generation of digital media and ecommerce through AI and immersive technologies. iR’s virtual worlds enable brands and creators to fully control how they distribute content, engage audiences, and monetize their creations while acquiring more powerful data on their customers. With deep expertise in Hollywood production, Web3 and XR, iR is redefining the infinite possibilities of connected digital environments in the modern age. iR’s portfolio of brands includes the spatial computing and AI platform, Infinite Reality Engine, the world’s premier, professional drone racing property, Drone Racing League, XR production facility Thunder Studios, creator talent management firm TalentX, and digital marketing agency Fearless Media. The company is backed by an impressive roster of investors including RSE Ventures, Liberty Media, Lux Capital, Lerer Hippeau, MGM, CAA, T-Mobile Ventures, Courtside VC, Exor, Terracap, IAC, Live Nation, DJ and producer Steve Aoki, rock band Imagine Dragons, NBA player Rudy Gobert, Interscope Records, and more.
