VP, Business Performance & Customer Experience

Company Description

Global Data Systems (GDS) is an a-award-winning MSP and MSSP based in Lafayette, Louisiana. We specialize in delivering fully managed IT, cybersecurity, cloud, voice, and network solutions to highly regulated, mission-critical environments. Recognized in CRN’s Elite 150 MSPs, Tech Elite 250, and ranked among the top 5 global MSPs for healthcare, we provide top-tier support backed by SOC 2 Type 2 compliance.

Your Role

The VP, Business Performance & Customer Experience is a strategic executive role responsible for aligning operational excellence with customer satisfaction across all revenue-generating lines of business. This leader will own P&L accountability, drive cross-functional performance, and implement AI-enabled operational strategies to elevate customer experience and business outcomes.

This role bridges Sales, Service Delivery, and Customer Success—ensuring that every touchpoint is optimized for speed, quality, and impact. The VP will champion a culture of continuous improvement, data-driven decision-making, and proactive customer engagement.

Key Responsibilities

Strategic Leadership

• Own and manage P&L across all revenue lines, ensuring profitable growth and margin performance.
• Develop and execute a unified strategy that integrates Sales, Operations, and Customer Experience.
• Lead the adoption of Operational AI to streamline workflows, reduce friction, and improve service delivery.
  
  

Performance Management

• Define and monitor KPIs across departments to ensure alignment with company goals.
• Oversee backlog resolution, renewal risk mitigation, and white space opportunity identification.
• Partner with RevOps and Product teams to maintain a high-performing pipeline and delivery cadence.
  
  

Customer Experience

• Serve as the executive sponsor for key accounts, ensuring satisfaction and retention.
• Implement feedback loops and CX metrics to continuously improve service quality.
• Collaborate with Pre-Sales, PMO, and Support to ensure seamless customer journeys.
  
  

Operational Intelligence

• Lead the integration of AI tools and automation into core business processes.
• Translate data insights into actionable strategies for team performance and customer impact.
• Foster a culture of innovation and accountability across all operational teams.
  
  

Qualifications

• 10+ years of leadership experience in Sales, Operations, or Customer Success.
• Proven track record of P&L ownership and driving cross-functional performance.
• Experience implementing AI or automation in operational workflows.
• Strong analytical skills and comfort with data-driven decision-making.
• Excellent communication and stakeholder management abilities.
  
  

Preferred Attributes

• Executive presence with a customer-first mindset.
• Ability to lead through influence across matrixed teams.
• Familiarity with MSP metrics and Service Leadership benchmarks.
• Experience with platforms like ConnectWise, HubSpot, Sage Intacct.
  
  

Reports To: President

Location: Lafayette, LA

Employment Type: Full-Time, Exempt, Salary + Bonus

Why Join GDS?

• Manager-Level Benefits: Generous health, dental, vision plans, mileage reimbursement, and more.
• Growth & Development: Continuous training, leadership opportunities, and a chance to shape our strategy.
• Impact & Recognition: Be part of a recognized industry leader, making a real difference for clients and communities.
  
  

Ready to lead at the top and make a game-changing impact? If you’re a strategic thinker and a go-getter, we want to hear from you! Apply now and elevate your career with GDS!