VP, Client Experience Operations

Set the strategy for MERGE’s Client Experience infrastructure while also driving execution. This leader defines the long-term vision, design, and performance of the operational systems that enable MERGE to scale without compromising client impact or operational health—and ensures those systems are actually built, adopted, and continuously improved.

Reporting to the Chief Client Experience Officer, this role brings strong cross-functional influence, aligning teams and workflows around a unified, high-performing client lifecycle while translating strategy into clear, actionable operating practices.

• Outcome-Driven Systems: Lead the end-to-end, continuous evolution of the MERGE Client Experience Operating System, ensuring it remains a competitive advantage that drives client retention and enterprise value.
• Lifecycle Architecture: Enforce global standards for the client lifecycle, ensuring consistency across all business units while architecting a model that allows for agility based on client tier and service intensity.
• Operational Excellence: Lead organizational change by driving enterprise-wide adoption of core CE rituals, governance standards, and operational rhythms.

• Portfolio Health Ownership: Direct governance of the MERGE Impact Score, transforming raw data into a predictive engine that forecasts relationship strength and commercial health.
• Risk Mitigation Strategy: Analyze portfolio-wide patterns to identify systemic risks and operational gaps; develop and lead high-level intervention strategies to preempt churn and stabilize accounts.
• Value Realization: Ensure the operational model prioritizes the delivery of measurable "Value and Outcomes" for clients, moving beyond simple satisfaction to true advocacy.

• Scalable Support Model: Design a data-driven reporting and dashboard ecosystem that provides the executive team with real-time visibility into operational consistency and delivery predictability.
• Efficiency & Friction Reduction: Own the roadmap for reducing operational friction, continuously identifying opportunities to automate or streamline workflows to increase the bandwidth of client-facing teams.

• Retention & Growth: Measurable improvement in client retention rates and expansion of revenue through the identification of health patterns.
• Operational Efficiency: Significant reduction in manual operational effort for account teams through the deployment of repeatable, automated tools.
• System Adoption: Widespread, consistent organizational adherence to the CE Playbook across all MERGE categories and service offerings.
• Predictability: A measurable decrease in "surprise" account escalations due to the efficacy of the MERGE Impact Score and early intervention pathways.

• Experience: Proven track record as a senior operations leader in a complex, multi-million dollar services or agency environment.
• Systems Thinker: Demonstrated ability to build and scale global operating models that balance enterprise rigor with client-centric flexibility.
• Change Agent: Deep experience in change management, with the ability to influence C-suite stakeholders and lead cross-functional teams through operational transformations.
• Analytical Visionary: Ability to turn complex data into a strategic narrative that drives executive decision-making.

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At MERGE, we’re committed to fostering an environment where our team members can thrive in both their careers and personal lives, ensuring they feel supported and empowered to succeed.

MERGE believes in transparency and equity. In accordance with state regulations, we’re proud to include salary ranges in our job postings to ensure fair compensation practices.

The salary range for this role is $175,000 - $200,000, based on the individual’s skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time.  

MERGE is proud to invest in benefits that include meaningful Medical, Dental, Vision, Life Insurance, 401K, Lifestyle Spending Account, Employer Paid Life & Disability Insurance, Flexible Time off & Holidays plus many other benefits and rewards.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.