Ecommerce infrastructure on the internet is fragmented and broken. Bolt is a world-class buying experience available for all online businesses. We're building a future where retailers can eliminate the massive operational overhead and technical debt associated with online checkout and payments, and where customers can buy instantly and securely across the internet. To solve such a large problem, we've put together an incredible team and are selectively adding to it.

The VP of Customer Experience will serve as a member of our executive team and is the most senior leader of our Customer Experience organization which includes Solutions Engineering, Professional Services/Implementations, Customer Success, Success Analytics, Support (Support & Support Engineering), Customer Educations, and Risk Operations.

What makes you a great fit for this role:

• You have a passion for customers and enterprise technology (B2B minimum, ideally B2B2C).
• You’re well known for your customer centric mindset and have a track record for building and growing high performing teams.
• You creatively approach problems and have a subject matter expertise in the Ecommerce industry or prior consulting experience. 
• You’re competent at overcoming customer issues or have prior Sales experience.
• You’ve managed a P&L before; the Customer Experience team is not just about services, but is also focused on driving revenue.
• You have go to market strategy and operations experience.
• You’re a cross functional leader with proven leadership of and selling of Implementation Services for enterprise technology.
• You’re willing to roll up your sleeves and have experience handling challenges around product adoption and migration / onboarding. 
• You have a high EQ and an ability to lead with positive influence; previous experience in organizational change management is a plus.

Responsibilities:

• Lead and scale a world-class Customer Experience organization through talent acquisition, developing, and retaining experienced leaders and high potential employees, characterized by high productivity and excellent morale. 
• Formulate the overall strategy and objectives for the Customer Experience team, focused on driving adoption, seamless customer onboarding, developing Implementation Services, and positive customer experiences and growth.
• Develop and implement strategic initiatives that drive customer satisfaction, retention, and revenue.
• Collaborate with product to optimize product adoption and drive critical improvements in the product experience throughout the customer journey. 
• Partner with Sales, Partnerships, Marketing, and Product to drive and support the go to market strategy and ensure cross functional alignment.
• Create and implement scalable processes that improve and optimize the customer experience.
• Foster a customer centric mindset company-wide and serve as an advocate for the customer in every interaction.
• Act as the escalation point for customer issues, collaborating cross functionally to develop solutions and drive alignment. 

Requirements:

• 15-20+ years customer facing experience, including experience in Professional Services/Implementations and Customer Success.
• Proven track record in recruiting, developing, and leading a customer organization.
• Extensive experience building customer relationships and managing complex contracts by having a deep understanding of the organization and business needs.
• Experience collaborating with Marketing, Sales, Partnerships, Revenue Operations, and Product/Eng functions to manage and expand a profitable merchant portfolio.
• Prior success in analytics, cloud, or SaaS.
• An energetic self-starter who is comfortable challenging the opinions of executives or peers throughout Bolt.
• A four-year technical bachelor degree and, ideally, an MBA.

Nice to haves:

• Industry experience related to Ecommerce 
• Ability to simply articulate intricate payments and analytics concepts