VP, Customer Experience at Plexus Worldwide

<p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><strong>Build the Future of Customer Experience at Plexus Worldwide</strong></span></p> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">At Plexus, we believe customer experience is more than support — it’s the emotional connection that drives loyalty, advocacy, and long-term growth. We are looking for a transformational leader to architect the next generation of customer experience across every touchpoint, channel, and market.</span></p> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">This is not a “keep the lights on” customer service role.</span></p> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">This is an opportunity to redesign the customer journey from the ground up — blending human-centered service, AI-driven innovation, scalable systems, and operational excellence to create a world-class omni-channel experience for both Customers and Ambassadors.</span></p> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">If you are energized by building, transforming, innovating, and leading at scale, we want to meet you.</span></p> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><strong>What You’ll Own</strong></span></p> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">As VP of Customer Experience, you will lead the strategic vision and operational execution for the entire customer journey — from first interaction through long-term loyalty and retention.</span></p> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">You will oversee:</span></p> <ul> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Global customer support operations</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Domestic and international contact centers</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">BPO partnerships</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Knowledge management and self-service ecosystems</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">AI-enabled support innovation</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Customer journey optimization</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Voice-of-customer strategy</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Service scalability and operational transformation</span></li> </ul> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Most importantly, you will champion the customer lens at the executive table and help shape how Plexus evolves to serve a modern, digitally connected consumer.</span></p> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><strong>Key Performance Objectives</strong></span></p> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><strong>Customer Experience Transformation</strong></span></p> <ul> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Redesign and modernize the end-to-end customer journey</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Establish a differentiated experience for Customers vs. Ambassadors</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Improve customer retention, loyalty, and satisfaction metrics</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Create a seamless omni-channel support ecosystem</span></li> </ul> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><strong>AI &amp; Innovation Leadership</strong></span></p> <ul> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Introduce AI-enabled customer service capabilities that improve speed, quality, and scalability</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Reduce friction through automation and proactive support solutions</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Expand digital self-service adoption and knowledge base utilization</span></li> </ul> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><strong>Operational Excellence</strong></span></p> <ul> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Improve CSAT, response times, and resolution efficiency globally</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Build scalable support infrastructure capable of supporting aggressive growth</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Optimize global contact center operations across HQ, international teams, and BPOs</span></li> </ul> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><strong>Business Growth Impact</strong></span></p> <ul> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Support acquisition and retention of direct customers through exceptional service experiences</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Partner cross-functionally to influence subscription, loyalty, and customer engagement strategies</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Help evolve Plexus into a modern customer-first organization</span></li> </ul> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><strong>What You’ll Do</strong></span></p> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><strong>Strategic Leadership</strong></span></p> <ul> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Define and execute a multi-year customer experience roadmap</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Build a proactive service model that anticipates customer needs before issues arise</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Create scalable systems that balance high-touch service with digital efficiency</span></li> </ul> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><strong>Customer Journey Innovation</strong></span></p> <ul> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Analyze the full customer lifecycle to identify friction points and growth opportunities</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Design customer journeys that improve engagement, conversion, retention, and loyalty</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Elevate VIP and loyalty experiences through personalized service strategies</span></li> </ul> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><strong>AI &amp; Digital Transformation</strong></span></p> <ul> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Partner with IT and Product teams to implement emerging AI technologies and automated workflows</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Modernize contact center management using data, automation, and intelligent support tools</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Expand self-service capabilities and global knowledge management systems</span></li> </ul> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><strong>Operational Leadership</strong></span></p> <ul> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Lead domestic and international customer service teams and BPO relationships</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Establish KPI frameworks across service operations</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Ensure consistency, quality, and cultural alignment across all support channels</span></li> </ul> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><strong>Cross-Functional Partnership</strong></span></p> <ul> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Collaborate closely with Sales, Marketing, Operations, Product, and IT leadership</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Serve as the executive voice of the customer across the organization</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Partner with Ambassador Experience leadership to ensure brand consistency and seamless transitions across support functions</span></li> </ul> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><strong>Who You Are</strong></span></p> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">You are:</span></p> <ul> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">A transformational builder, not a maintenance operator</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Obsessed with customer experience and operational excellence</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Equally comfortable discussing AI strategy and frontline service realities</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">A visionary leader who can inspire change while executing with discipline</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Empathetic, innovative, and highly collaborative</span></li> </ul> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">You understand both:</span></p> <ul> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">The emotional side of customer loyalty</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">The operational mechanics required to scale exceptional service globally</span></li> </ul> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">You likely started your career in customer support or contact center operations and worked your way into executive leadership.</span></p> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><strong>What You Bring</strong></span></p> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><strong>Required Experience</strong></span></p> <ul> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">12+ years leading customer service, customer experience, or contact center teams</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">5+ years in senior leadership (Director level or above)</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Experience leading multi-site and/or international contact center operations</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Proven success scaling customer support in high-growth environments</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Strong experience with CRM systems, telephony platforms, AI tools, and customer service technologies.</span></li> </ul> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><strong>Preferred Experience</strong></span></p> <ul> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Experience building proactive support ecosystems and self-service platforms</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Deep understanding of customer journey mapping and persona development</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Ability to translate customer insights and sentiment data into strategic business action</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Experience leading operational transformation or digital modernization initiatives</span></li> <li style="font-size: 10pt; font-family: verdana, geneva, sans-serif;"><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Exposure to subscription, autoship, loyalty, or recurring customer business models</span></li> </ul> <p><span style="font-size: 12pt; font-family: verdana, geneva, sans-serif;"><strong>About Plexus</strong></span></p> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Founded in gut health. Experts in microbiome. Plexus Worldwide®, headquartered in Scottsdale, Arizona, is a renowned direct-selling company recognized as a top employer. Over the past 18 years, Plexus has dedicated itself to promoting hope, health, and happiness through its scientifically backed, innovative dietary supplements, weight management products, and personal care products, sold primarily through Plexus Brand Ambassadors. As a six-time Best Places to Work awardee, Blue Zone-approved employer, and an AZ Most Admired Company, Plexus prides itself on its robust organizational culture and commitment to community support and philanthropy. Our team is driven by a shared mission to empower individuals to achieve their health and wellness goals while offering additional income through the sale of products. Join us to be part of a team that values people, innovation, wellness, and community impact.</span></p> <p><span style="font-size: 12pt;"><strong>Benefits</strong></span></p> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Highly rated and competitive medical plans.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">401k with company match and immediate vesting.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">1-on1, personalized health coaching.</span></li> <li style="font-family: verdana, geneva, sans-serif; font-size: 10pt;" data-stringify-indent="0" data-stringify-border="0"><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">Many other voluntary benefits.</span></li> </ul> <p><span style="font-family: verdana, geneva, sans-serif; font-size: 10pt;">To learn more about Plexus Worldwide, please review our careers page at www.plexusworldwide.com/careers.</span></p> <p><span style="font-size: 10pt; font-family: verdana, geneva, sans-serif;">Thank you for taking the time to apply for an opportunity with our One Plexus team! 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