[Hiring] Head of Client Experience @Project Expedition

Role Description

Project Expedition is looking for a hands-on, AI-forward Head of Client Experience to help us scale an organization already known for exceptional service, without losing the personal touch our clients, travel advisors, partners, and travelers expect. This is not a strategy-only CX leadership role. We are looking for someone who leads from the front:

• Learn the product deeply
• Understand our workflows
• Spend time in the queue
• Handle tickets when needed
• Take ownership of escalations
• Engage directly with customers
• Coach the team from firsthand experience

Our belief is simple: in travel, service cannot feel automated. The right leader will know how to use AI to make our team faster, smarter, more consistent, and more proactive, while preserving the judgment, empathy, and human care that define an exceptional client experience.

You will own the day-to-day performance of the Client Experience team, the systems that support it, and the service philosophy behind it. Your mandate is to turn support into a measurable competitive advantage through operational excellence, product mastery, thoughtful AI adoption, and hands-on leadership.

Qualifications

• 6–10+ years in Customer Support, Client Experience, Customer Success, Travel Operations, or a similar customer-facing function.
• 3+ years managing managers, team leads, or a meaningful support/client experience organization.
• Proven experience scaling support or service operations in a high-volume, time-sensitive environment such as travel, hospitality, marketplace, e-commerce, logistics, fintech, or similar.
• A true lead-from-the-front mentality.
• Strong product curiosity.
• Practical AI and technology fluency.
• Strong analytical ability.
• Excellent written communication, tone, judgment, and customer empathy.
• Experience building systems: SOPs, playbooks, macros, QA frameworks, escalation paths, onboarding programs, training programs, and performance standards.
• Ability to balance policy, precedent, customer trust, and business judgment.

Requirements

• Lead, coach, and develop team leads and support specialists across email, chat, and phone.
• Spend regular time in the ticket queue and reporting to understand customer pain points, product gaps, process friction, and team execution.
• Personally handle escalations, difficult customer situations, VIP/advisor issues, and time-sensitive travel problems when needed.
• Learn and master the Project Expedition product, booking flows, supplier/operator workflows, advisor needs, internal tools, and customer journey.
• Build a culture where leaders model the standard, not just measure it.
• Own key operating metrics, including CSAT, SLEs, QA scores and other service-quality indicators.
• Establish and improve QA programs, calibration routines, coaching cadences, SOPs, escalation paths, and training materials.
• Improve workforce planning, scheduling, coverage models, training ramps, and peak-season readiness.
• Use data to identify the root causes of customer friction and turn those insights into clear operational, product, or tooling improvements.
• Partner closely with Product, Engineering, Sales, and Supplier teams to improve support tooling, internal workflows, and the customer experience.
• Bring clear recommendations to leadership on what is working, what is broken, what needs investment, and where we can scale more effectively.

Benefits

• Annual company bonus, up to $3,000 based on company targets and deferred eligibility.
• 15 days of leave (increases to 20 days at 2 years tenure)
• Company Healthcare Plan (Company contribution $9K with 2 completely covered plans)
• 401K company plan
• Annual work from home budget $500
• Annual training budget of $250
• TSA Precheck
• Annual Project Expedition tour credits of $750
• Employee discounts on thousands of tours and activities

Company Description

This is a remote role open to candidates based in the United States. Currently, we are unable to hire employees residing in New York or California.