What are the responsibilities and job description for the Head of Client Experience position at Goodwin Recruiting?
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
Elizabeth Wetherhold
Salary : $90,000 - $100,000