Fractional CX Leadership (VP/CCO)

Service Description

Some companies aren't ready for a full-time CX executive. Others are in the middle of rapid growth, a leadership gap, or an organizational shift and need senior expertise now, not in six months when a hire is made. Fractional CX leadership gives you steady, executive-level guidance without the full-time commitment. Real leadership that shows up for your team, shapes your strategy, and builds the foundation your organization needs to scale. 💡 What You Can Expect: • Executive Strategy + Organizational Leadership: CX vision, roadmap prioritization, budget alignment, and executive communication that keeps the business and the customer experience moving in the same direction. • Team Leadership + Talent Development: Interim leadership of your CX, Support, or Success organization with hands-on coaching and development for managers and senior leaders. Support with hiring, onboarding, and building a team culture that performs and retains. • Voice of the Customer Advocacy: Ownership of VOC programs and feedback loops that turn customer and agent insight into clear business priorities and partnership with Product and Engineering to reduce friction and improve the customer journey. • Technology + Operations Optimization: Guidance on your CX tech stack, AI enablement, and workflow gaps. Identifying what's creating friction, what's creating unnecessary volume, and what needs to change to build a more scalable, efficient operation. • Crisis + Change Management: Support through outages, service disruptions, or major transitions. Stabilization strategies that protect both the customer experience and team morale, with clear escalation frameworks and communication alignment. 🤝 Engagement Details: • Minimum 6 months, typically 9-12 • Retainer-based pricing • Custom weekly hours based on team size and organizational needs 📍Location: • Primarily remote. • For organizations based in or near Los Angeles, some on-site collaboration may be available.