Fractional CX Leadership (VP/CCO)

Service Description

Fractional CX leadership gives your team steady guidance, clear direction and executive-level support without the need for a full-time hire. Whether your company is growing quickly, navigating organizational change, or needs experienced leadership to bridge a gap, I step in to bring clarity, structure and forward momentum. I work closely with your company and your teams to stabilize the function, strengthen operations and create a more connected and intentional customer experience. This includes shaping strategy, improving workflows and communication, developing leaders and building the foundations your team needs to scale responsibly. This offering is ideal for organizations that need senior-level CX and operational expertise — either temporarily or during a period of transition — and want leadership that supports both the business and the people delivering the work. What you can expect: Executive Strategy + Organizational Leadership: • CX vision, org design and roadmap prioritization • Budget alignment and resource planning • Executive communication and board-ready reporting • Cross-functional alignment with Product, Engineering, etc. Team Leadership + Talent Development: • Interim leadership of CX/Support/Success organizations • Coaching and development for managers and senior leaders • Support with hiring, level-setting and onboarding new leaders • Cultural alignment and values-based team development Voice of the Customer Advocacy: • Owns/oversees VoC programs and feedback loops • Facilitates insights-to-action sessions with cross-functional partners • Turns customer and agent feedback into clear business priorities • Partners with Product + Engineering to reduce friction and improve customer journeys Technology, Tools + Experience Optimization: • Advises on CX tech stack, AI enablement, CRM workflows and tooling gaps • Identifies operational friction, broken processes and opportunities for efficiency • Guides intelligent self-service strategy to reduce unnecessary volume • Builds scalable frameworks, playbooks and workflows Crisis + Change Management: • Support through outages, service disruptions, or major product transitions • Stabilization strategies to protect both customer experience and team morale • Clear issue escalation frameworks and communication alignment Engagement Details: • Minimum 6-month engagement (part-time) • Retainer-based pricing • Custom weekly hours based on team size and organizational needs