Job Specifications
MealSuite, an Inc. 5000 Fastest-Growing Company, is a privately owned SaaS organization with 130 team members across Cambridge, ON, Canada, Dallas, TX, USA, and Ho Chi Minh City, Vietnam. Our suite of end-to-end foodservice technology solutions helps professionals across healthcare and aging services streamline their operations, save time, reduce food waste, and meet regulatory requirements, so they can focus on what matters most: improving the quality of patient and resident care.
A career with MealSuite offers the innovation and agility of a startup matched with the stability of an established company in a growing industry.
We're looking for an experienced VP of Customer Experience to join the MealSuite team. Reporting directly to the CEO, you'll play a pivotal role in shaping and scaling our customer experience strategy - establishing the processes, standards, and culture that will ensure every customer journey is seamless, impactful, and aligned with our mission to deliver exceptional value.
A day in the life as VP, Customer Experience:
Provide strategic leadership to grow and empower our Customer Experience teams in alignment with a rapidly expanding customer base
Drive operational improvements by identifying inefficiencies and implementing process enhancements that accelerate project delivery and success
Champion innovation in customer support and onboarding, setting measurable goals and KPIs to track impact and progress
Develop and evolve a comprehensive CX roadmap, regularly reporting outcomes and challenges to senior leadership and adjusting plans as needed
Foster strong cross-functional collaboration to streamline operations and elevate the overall customer experience
Lead initiatives to enhance the reseller journey, ensuring partner satisfaction and long-term engagement
Lead and energize the CX teams through effective leadership, enabling them to deliver seamless and impactful customer interactions
Represent the Voice of the Customer at the executive level, ensuring customer insights inform strategic decisions across departments
If the below describe your knowledge, experience and character, this role could be for you:
I have knowledge of SaaS customer support, onboarding, lifecycle management, and operational best practices that drive customer satisfaction and retention.
I gained my knowledge through formal education (Bachelor's or MBA in Business, Technology, or related fields), 10+ years of direct experience in SaaS, and leadership roles in global customer service organizations.
I have experience with complex products, across various stages of organizational growth including scale-ups.
I have experience with service analytics tools, customer journey mapping platforms, and CX performance dashboards to drive data-informed decisions.
I'm familiar with managing international and offshore teams, and navigating organizational change.
I'm exceptional at building and executing CX roadmaps, reducing project timelines, and fostering cross-functional collaboration.
I get most excited about enabling teams to deliver exceptional customer experiences and aligning CX strategy with business growth.
I'm extra passionate about cultivating a strong team culture, identifying and addressing burnout, and supporting the development of senior leaders.
I have a proven ability to influence executive stakeholders, secure resources, and deliver measurable improvements in customer and team satisfaction.
I'm willing to occasionally travel and have a valid passport and no travel restrictions that limit my ability to cross the border between Canada and the USA (and other international locations if required for role).
I thrive in an agile environment that is constantly changing and encourages team members to collectively collaborate and communicate
I love to be directly involved in projects and initiatives that offer continued learning and endless opportunity to express my ideas and build my leadership skills
We know imposter syndrome can be REAL when applying for a new role, but please don't let the confidence gap prevent you from taking a leap and applying for your dream job. Your future self will thank you!
More to love about working at MealSuite:
We are passionate people that care about others. The heart of what we do comes down to our mission to Deliver smiles and satisfaction to the continuum of care through an all-in-one foodservice management technology. Learn more about what we do here.
We've built a progressive culture that values teamwork and innovation. We listen to all voices and entrust team members with tasks that make a significant impact on the communities we serve.
We're growing sustainably. A career with MealSuite offers the innovation and agility of a startup matched with the stability of an established company in a growing industry.
We take care of our employees too! Here are just a few of the great things we offer:
Unlimited paid time off - yeah, you read that right! We trust our employees to bu
About the Company
MealSuite is a fully integrated, end to end, dietary, food production, inventory, kitchen management and point of sale solution on a mission to revolutionize the continuum of care through food service technology. Since 1989, our industry leading innovations have empowered food service operators across North America to streamline administrative labor, cut down on food waste, reduce risk and meet regulatory requirements, so they can spend more time focusing on what matters most: improving the quality of life for their patients...
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