Director of Customer Experience
Voltage Park is on a mission to make machine learning infrastructure accessible to all, from large enterprises and research universities, to seed-stage startups and nonprofits. We believe that providing seamless access to compute with pricing and inventory transparency is the future of access to GPUs. As part of this effort, we are looking for an experienced Director of Customer Experience (CX) to lead the core team responsible for creating a world-class experience across the customer lifecycle.
At Voltage Park, we see CX as a strategic function that retains customers, drives revenue, and pushes innovation in the product — not a cost center. Our CX team has three core mandates:
Deliver an exceptional Voltage Park customer experience by driving customer problems to resolution with quick response times, seamless coordination across resolving parties, and proactive communication – or by solving problems before they reach customers in the first place.
Own (and influence) the platforms, datasets, and processes that directly enable exceptional customer experience – resulting in minimal downtime, high-retention, and category-leading NPS.
Channel the voice of the customer to other parts of the Voltage Park organization to influence decision-making across product, engineering, marketing, and sales.
As a Director of CX, you will be accountable for the strategy, planning, and execution of the CX mandate. This includes leadership of the technical support, account management, and customer operations functions.
You will partner with the VP of Infrastructure to tightly align the CX functions with engineering teams responsible for hardware, network, and data center operations. Together, you will turn customer issues into proactive solutions that prevent recurrence and enhance reliability.
As Voltage Park is just starting to scale, you will frequently be a player/coach. This means personal involvement with customer issue resolution, owning strategic initiatives and always leading from the front.
This is a fully remote role (with some travel required 1x a quarter) with a requirement for candidates to be based where we index highest on team members (SF, LA, Chicago, SEA).
How your work moves the mission forward
Voltage Park becomes the most trusted, customer-centric AI compute provider, driving growth through referrals, retention, and expanded usage.
You drive a tight feedback loop between customers, product, and engineering - this enables Voltage Park to rapidly evolve its offering, retain customers and expand into new segments.
CX Team members advance their careers within your group, across Voltage Park, and beyond — gaining invaluable skills and experience from the environment and culture you create.
Requirements
You have 10+ years of enterprise CX experience, including 5+ years in senior or director-level roles within growth-stage, globally distributed, always-on environments.
You are an exceptional leader of leaders with a proven track record of building, managing, and growing high-performance teams rooted in a culture of accountability, autonomy, and ownership. You create clarity, eliminate distractions, and set clear priorities, ensuring your team stays focused on what drives impact.
You thrive in fast-moving, ambiguous environments where priorities shift, processes evolve, and scaling requires both adaptability and decisive action.
You drive operational excellence by continuously monitoring SLAs, refining processes, and using data to identify and eliminate bottlenecks or inefficiencies.
You can develop, communicate, and execute strategies that ensure a seamless, consistent customer experience across all touchpoints, from onboarding to support to expansion.
You are a strong customer advocate, with the skills to ensure their voice influences decision-making across the organization.
You have extensive experience handling major escalations and crises, working cross-functionally to deliver swift and effective resolutions.
You are a technical leader who thrives in technical environments and has the confidence to collaborate directly with engineering and product management teams.
Belief in building an equitable and inclusive culture reflective of the world we serve.
Things that will differentiate your candidacy
Experience meaningfully integrating AI into the customer experience
Experience working at companies in HPC and/or Cloud Computing
Any of the following technical skillsets: Networking knowledge, GPU architecture, VAST storage, elastic monitoring, general Linux systems
Voltage Park is an equal opportunity employer and makes employment decisions on the basis of merit. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic under federal, state, or local law. If you require an accommodation during the job application process, please notify your recruiter.
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Join Voltage Park as the Director of Customer Experience (CX) and become a vital part of our mission to make machine learning infrastructure accessible to everyone. This fully remote role empowers you to lead a passionate CX team responsible for enhancing every stage of the customer journey. As someone who believes CX is pivotal for driving retention and innovation, you'll focus on delivering exceptional customer experiences by resolving issues quickly, ensuring minimal downtime, and communicating proactively. You'll also influence the tools and processes that define our CX standard while amplifying the voice of the customer across our product, engineering, marketing, and sales departments. With over a decade of enterprise CX experience, particularly in growth-stage settings, you'll showcase your leadership skills by building high-performance teams that thrive on accountability and impact. Collaboration will be key as you work closely with the VP of Infrastructure to align our technical support, account management, and customer operations. Your leadership will not only enhance customer satisfaction ratings but will also create a positive environment where team members can grow and learn. If you're ready to step into a role where your strategic mindset and customer advocacy can shine, Voltage Park is the place for you, especially if you're based in vibrant cities like San Francisco, Los Angeles, Chicago, or Seattle. Take the next step in your career at a forward-thinking company in the world of AI and cloud computing; together, let's redefine customer experience in this exciting tech landscape!
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voltage park is building a new class of cloud infrastructure from the ground up. join us, we're hiring!
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