Executive Vice President of Customer and Operations Strategy Full Time

Location: United States (Hybrid / Flexible)

Position Type: Full-Time | Executive Leadership

About the Company

We are a U.S.-based wellness and beauty innovation company redefining premium personal care through the integration of traditional herbal wisdom and modern science.

Our platform is built on advanced formulation research, high-quality botanical sourcing, personalized wellness systems, and elevated client experiences. We operate at the intersection of science, nature, and luxury, creating a new standard for modern wellness and beauty.

As we scale, we are focused on building world-class operational infrastructure and a highly differentiated customer experience ecosystem that supports long-term growth, trust, and brand excellence.

Position Summary

The Executive Vice President of Customer and Operations Strategy is a senior executive responsible for shaping and integrating both customer experience strategy and operational execution across the organization.

This role sits at the intersection of strategy, operations, and customer experience. The EVP will define how the organization designs, delivers, and continuously improves the full customer lifecycle while ensuring operational systems are scalable, efficient, and aligned with business growth objectives.

The ideal candidate is a visionary operator with strong strategic thinking, deep experience in customer-centric organizations, and the ability to translate high-level vision into structured execution systems.

Key ResponsibilitiesCustomer & Operations Strategy Leadership

• Define and lead the integrated strategy for customer experience and operational execution.
• Translate corporate vision into scalable customer journey and operational frameworks.
• Establish long-term strategy for service delivery, customer engagement, and operational excellence.
• Align customer experience strategy with business growth and brand positioning.

End-to-End Customer Experience Architecture

• Design and oversee the full customer lifecycle strategy, from acquisition to retention.
• Ensure a consistent, premium, and personalized experience across all touchpoints.
• Develop frameworks for customer segmentation, personalization, and service differentiation.
• Continuously refine customer journey strategy based on insights and performance data.

Operational Excellence & Scalability

• Build scalable operational systems supporting service delivery and customer operations.
• Define global operational standards, processes, and governance frameworks.
• Ensure efficiency, consistency, and quality across all operational functions.
• Drive continuous improvement and operational transformation initiatives.

Data, Insights & Performance Strategy

• Establish enterprise-wide KPIs for customer experience and operational performance.
• Oversee analytics systems supporting decision-making across customer and operations teams.
• Use data-driven insights to guide strategy refinement and organizational improvements.
• Monitor performance trends, risks, and opportunities at an executive level.

Cross-Functional Executive Leadership

• Partner with CEO, COO, CMO, Product, and Finance leadership teams.
• Ensure alignment between customer strategy, operational execution, and business objectives.
• Lead executive-level planning, prioritization, and organizational alignment initiatives.
• Act as a central decision-maker in customer and operations-related strategy.

Organizational Leadership & Development

• Build and lead senior leadership teams across customer operations and business operations.
• Establish leadership structures, governance models, and accountability systems.
• Drive talent development and organizational capability building.
• Foster a culture of execution excellence, customer obsession, and strategic discipline.

Requirements

• Bachelor’s degree in Business, Operations, Strategy, or related field; MBA strongly preferred.
• 15–20+ years of executive leadership experience in operations, strategy, or customer experience roles.
• Proven experience designing and scaling customer-centric operational systems.
• Strong background in enterprise operations, service design, or business transformation.
• Exceptional strategic thinking, leadership presence, and decision-making ability.
• Deep understanding of customer lifecycle management and operational architecture.
• Experience in premium, luxury, wellness, or high-growth consumer environments preferred.

Expected Outcomes & KPIFocus AreaKPI ExamplesCustomer StrategyNPS, CSAT, retention, lifetime valueOperational ExcellenceEfficiency, scalability, process maturityBusiness AlignmentRevenue impact, strategic executionCustomer LifecycleConversion, engagement, churn reductionOrganizational EffectivenessLeadership alignment, execution speedInnovationProcess improvement, experience differentiationCompensation & Benefits

• Highly competitive executive compensation package
• Performance-based bonus structure
• Equity participation and long-term incentive opportunities
• Comprehensive health, dental, and vision coverage
• Flexible/hybrid executive work structure
• Strategic leadership growth opportunities
• Paid time off and executive wellness benefits

Reports To

Chief Executive Officer (CEO) / Board of Directors

Equal Opportunity Statement

• We are committed to building a diverse, inclusive, and high-performance organization. All qualified candidates will be considered based on merit, leadership capability, and strategic alignment.