Head of Client Experience
@ GoodwinRecruitingHead of Client Experience
About the job
Seeking a Head of Client Experience to lead service teams, enhance customer satisfaction, and optimize operations for a travel-focused company. Fully remote role with benefits and bonuses, requiring leadership, travel industry knowledge, and strong communication skills.
Requirements
- 6–10+ years in client experience or related roles
- 3+ years managing teams
- Experience leading high-volume service operations
- Strong leadership and communication skills
- Experience handling escalated customer issues
Qualifications
- Experience in travel, hospitality, tourism
- Understanding of traveler journey
- Familiar with CRM and automation tools
- Passion for travel and hospitality
Full job description
We are seeking a customer-focused and operationally driven Head of Client Experience to lead our service organization and help deliver exceptional experiences for travelers, travel advisors, and partners.
The ideal candidate combines strong leadership skills with a hospitality mindset and understands that travel is personal, time-sensitive, and often high-stakes. They are equally comfortable coaching team members, resolving escalated customer issues, and driving operational improvements.
Head of Client Experience Benefits and Compensation
- Competitive base salary ($90,000–$100,000)
- Annual company bonus opportunity
- Benefits
- Paid Time Off
- 401(k)
- Annual work-from-home stipend
- TSA PreCheck reimbursement
- Annual travel and tour credits
- Employee discounts on tours and activities
- Fully remote work environment
Head of Client Experience – Requirements & Qualifications
- 6–10+ years of experience in Client Experience, Customer Support, Customer Success, Travel Operations, Hospitality, or a similar customer-facing leadership role
- 3+ years of experience managing team leads, supervisors, managers, or customer service teams
- Proven success leading service operations in a high-volume environment
- Strong leadership skills with a hands-on management style
- Experience managing escalated customer concerns and service recovery situations
- Strong analytical abilities with experience using metrics, QA programs, and operational reporting
- Experience developing SOPs, training programs, and customer service processes
- Excellent written and verbal communication skills
- Experience utilizing customer support platforms, CRM systems, automation tools, and AI-driven technologies
Head of Client Experience – Preferred Background & Skills
- Experience within the travel, hospitality, tourism, OTA, or marketplace industries
- Experience supporting travelers, travel advisors, suppliers, or B2B partners
- Strong understanding of the traveler journey and customer experience best practices
- Experience partnering cross-functionally with Product, Sales, Operations, and Technology teams
- Familiarity with AI-assisted customer service tools and workflow automation
- Ability to improve efficiency while maintaining a personalized customer experience
- Strong problem-solving skills and ability to remain calm in time-sensitive situations
- Experience leading remote teams
- Passion for travel and hospitality