Vice President - Customer Experience

MealSuite, , 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. . 
• 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 build their own version of balance so they can bring their best every day. 
• Health benefits – this includes medical, dental, and vision options, life & disability insurance, paid maternity and parental leave, and an on-site gym (Dallas) and access to Teladoc (Cambridge).  
• Hybrid flexibility – we value the collaboration, mentorship and learning that come from physically working next to one another, as well as the benefits that remote work can offer.  
• Work-life balance – this is supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing.  
• An inclusive workplace – women account for 53% of our employees and 58% of people leaders. 
• Participation in our equity program – we are committed to helping you plan for your future! 
• Opportunities for career development and advancement – we support our employees in pursuing and achieving their professional goals. 
• Purposeful work with a positive community impact – more than 90% of our North American employees agree that the company’s purpose aligns with their personal values. Learn more about our values at . 

Have we got your attention? Great! Here’s what’s next: 

Apply today with your resume and answers to our application questions.  

 We’ll start reviewing candidates within two weeks of this position being posted and will reach out to you if we’d like to get to know you a bit better.  We often get hundreds of applications for our roles (we feel very honoured that so many people are interested!) and try our best to get back to each person.  If there’s a delay in our response, please don’t think we’ve forgotten about you.  We may be taking our time to thoroughly review each candidate before deciding who to interview.  

We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact .