Vice President of Customer Experience, Relay

• We’re looking for a leader who is comfortable operating in ambiguity, rolling up their sleeves, and building systems, leaders, and leverage as Relay continues to scale
• 10+ years of experience in Customer Support or Operations leadership
• Proven experience scaling support in a high-growth environment
• Deep experience managing and optimizing BPO partnerships
• Strong understanding of CX enablement, tooling, and analytics
• Ability to balance quality, speed, cost, and risk
• Executive presence and comfort operating with ambiguity
• Track record of building strong leaders and teams
• You push relentlessly for reinvention: You’re built to constantly ask, “How can this be better?” Change excites you and you drive it
• You crave autonomy: We trust our team with big challenges and the freedom to solve them. If you’re someone who takes initiative, is comfortable taking risks, and seeks input when needed, you’ll find the freedom here empowering
• You own your work: You take pride in your work, follow through on commitments, and feel a deep sense of responsibility for outcomes, not just tasks
• You treat comfort as a red flag: You seek growth. When things feel too comfortable, you lean into change. You’re excited about stepping into the unknown and navigating new terrain to create something better alongside your team
• You care about impact, not noise: You care deeply about the substance of your work. You measure success by results, not recognition and you let your work speak for itself
• You’re energized by complexity and ambiguity: You enjoy tackling problems that don’t come with a playbook. You’re comfortable building from scratch, iterating as you go, and collaborating to shape the best path forward
• You seek out feedback: We value directness, clarity, and respect. We believe honesty fuels great work and career growth. You see feedback as a tool for learning and improvement, and you know that open, honest dialogue is key to achieving the best results — together
• You’re here for more than a job: At Relay, everything we do is in service of our mission to help small businesses thrive. To drive impact and have purpose here, that mission must matter to you too
• Research shows that women-identifying and other marginalized individuals often apply only if they meet 100% of the qualifications
• But no one is a perfect match on paper. If this role excites you, we’d love to hear from you and figure out together if it’s a great fit

Desirable

• Relay is looking for a VP of Customer Experience to scale our customer support function as we move through our next phase of growth
• You will be responsible for designing how frictionless support works at Relay. That includes re-imagining the operating model, shaping CX enablement, managing BPO partners, and ensuring customer insights meaningfully influence product, risk, and business decisions
• At Relay, Customer Support is a core part of how we earn trust with our customers. This role will shape not only how we support customers today, but how customer insight drives better decisions across Relay as we grow
• Define the end-to-end CX vision and long-term experience standards
• Design the support operating model (onshore, BPO, automation, self-service)
• Set multi-year strategy for channels, staffing, and technology
• Anticipate future capacity, risk, and complexity before they become problems
• Build a strong, durable leadership bench and acting as a force multiplier for the team
• Hire and develop senior CX leaders (Directors, Senior Managers) who can independently own execution
• Define what “great” looks like at each leadership level and coach against it
• Increase the organization’s capacity to make decisions without escalation
• Identify and grow high-potential talent who can take on broader scope over time
• Reduce single points of failure by distributing ownership and judgment
• Drive Business Outcomes: You are accountable for outcomes, not daily metrics
• Contact rate per customer
• Bot resolution and self-service adoption
• Quality and CSAT trends over time
• BPO performance at scale (quality, stability, leverage)
• Evidence that CX insights are shaping Product and Risk decisions
• Support scaling without linear headcount growth
• Cost to serve and cost per contact
• Own the Voice of Customer strategy
• Ensure customer insights influence Product, Risk, and Policy decisions
• Create closed feedback loops from CX to roadmap and execution
• Represent customer pain points clearly at the leadership team level
• Partner closely with Product, Engineering, Risk, Compliance, Finance, and Sales
• Navigate trade-offs when customer experience, speed, and risk collide
• Influence without authority in a fast-moving organization
• Ensure Support is a strategic partner, not just a service function
• Provide structured feedback to Product on onboarding friction, activation blockers, and feature adoption gaps
• What Success Looks Like:
• Support scales without chaos or constant firefighting
• BPO partners deliver predictable quality and staffing
• Customer insights visibly influence product and policy decisions
• Clear ownership and accountability across CX and enablement
• Stakeholders trust CX as a thought partner, not just an executor
• The function evolves from reactive to proactive as Relay grows

• We follow a structured hiring process that evaluates strategic thinking, people leadership, operational rigor, and data fluency. Intertwined in these sessions are opportunities to meet the team
• Stage 1: Intro to Relay with CEO
• Stage 2: “Portfolio Review”: Deep dive into proudest body of work
• Stage 3: White Boarding & Brainstorming session
• Stage 4: Leadership Deep Dive
• Stage 5: Case Study + Values Deep Dive