Vice President, Customer Experience Manager

Qualifications

• 15+ years of experience in Customer Success, Technical Account Management, Professional Services, or Product within enterprise SaaS (CCaaS/CX platforms preferred)
• Strong technical foundation, ideally with early-career experience in Product, Engineering, or Solution Architecture
• Demonstrated experience driving AI/automation adoption for enterprise customers, with a clear understanding of how AI delivers business value
• Proven track record leading global or regional (North America) multi-tiered teams in high-growth environments
• Deep expertise in cloud architecture, APIs, enterprise integrations (e.g., CRM systems), and AI-driven platforms
• Experience supporting complex industries such as Financial Services, Healthcare/Life Sciences, and Retail
• Strong change management background, including organizational design and transformation initiatives
• Startup mindset with a bias for action, adaptability, and comfort operating in ambiguity; prior startup or high-growth company experience preferred but not required
• Exceptional executive communication skills, with the ability to influence both technical and business stakeholders
• Data-driven mindset with the ability to connect technical performance and AI adoption to financial outcomes (NRR, ROI, EBITDA)
• Bachelor’s degree required; MBA or advanced leadership training preferred
• Pay Range (OTE Pay): $288,500 - $396,500
• Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission.
• Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
• Retirement Benefits: 401(k) plan
• Paid Time Off: Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.
• Paid Holidays: Talkdesk offers 14 paid holidays each year.
• Paid Sick Leave: Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.
• Method of Application: Apply online.
• Application Window: The application window is expected to close at least 10 days from the posting date. The application was posted on 04/16/2026.
• Benefits and perks listed above may vary based on the nature of your employment with Talkdesk.
• All questions or concerns about this posting should be directed to the Talent team at Talent@talkdesk.com.
• Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.
• Talkdesk has been recognized as a Leader in the Gartner® Magic QuadrantTM for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!
• Work Environment and Physical Requirements:
• Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)
• The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.