Job Type: Full-Time
Location: Washington, DC / New York City
Reports To: CEO
Annual Salary: $200,000 - $225,000, plus bonus
Company Description
More than 450,000 users Coast to Coast leverage Volo to organize, meet, communicate and play within their community through fitness and social activities. Whether it's a performance sport like soccer, or a social activity like cornhole, Volo provides something real. Real interaction, real activity, real fun, and real impact.
Volo is a movement—for people and by people who want to connect more meaningfully with each other. We are a grassroots uprising, helping others actually see who they’re connecting with, and share experiences over the length of a season.
If you have a desire to make a difference through community and sports, Volo could be your next and final career destination. Come fly with us.
- Ranked Among Inc-5000 Fastest Growing Companies
- Serving more than 20,000 kids in free youth sports programs
- Over 200,000 Adult Participants Nationwide
- Operating across 12 major U.S. markets & counting ...
ROLE SUMMARY
The Vice President, Customer Experience (CX) will be the architect of how our players and staff experience Volo across every market and every stage of growth. This executive leader will design and scale programs that shape first impressions in new seed cities, drive loyalty and word-of-mouth in growth markets, and set the gold standard for consistency in mature cities. By overseeing customer service, training, innovation, and quality control, the VP of CX will ensure that every touchpoint — from registration to post-game celebrations — reflects excellence, community, and fun.
This role requires a visionary operator who can connect city operations, staff training, and customer feedback into a unified CX strategy that drives revenue growth, retention, and long-term brand leadership in the adult social sports industry.
Key Responsibilities
Customer Service & Voice of the Player
- Reimagine the national customer service function to be both responsive and proactive — resolving issues quickly while surfacing insights that shape future improvements.
- Establish the systems, KPIs, and tools that measure satisfaction, first-time player experiences, and retention across all markets.
- Ensure customer service is not just a support channel, but a growth driver influencing word-of-mouth, repeat play, and Volo Pass adoption.
Training & Development – The Volo Standard
- Determine the national structure for sport-specific training excellence — either through a centralized team or cross-market GM-led committees — and drive execution.
- Build recognition and advancement pathways to strengthen retention and ensure staff become ambassadors of the Volo experience.Work in conjunction with HR to oversee part-time staff training (hosts, referees, event staff) so that every player’s on-field experience meets the same high-quality standards — whether they’re in a brand-new seed market or a flagship city.
- Work in conjunction with HR to lead full-time sports operations training, creating a scalable framework that instills consistency, accountability, and innovation across city teams.
Quality Control & Standards of Play
- Define, implement, and audit national quality benchmarks for leagues, tournaments, and events, tightly tied to city operations and the core sports product.
- Establish a system of ongoing audits, surveys, and performance reviews that provide real-time visibility into experience delivery across all markets.
- Partner with city leadership to close gaps quickly and scale best practices nationally.
Innovation & Experience Design
- Champion innovation that redefines the player journey — from digital registration flows to on-field activations and post-game community-building.
- Pilot new ideas that elevate the customer experience and test them across seed, growth, and mature cities, creating a playbook for scalable adoption.
- Collaborate with Tech, Marketing, and Brand to ensure every product, platform, and campaign enhances the player experience and strengthens community ties.
Leadership & Strategic Impact
- Serve as the executive leader ensuring that customer experience is a revenue driver, not just a support function.
- Build and inspire a national CX team that partners seamlessly with City Ops, Tech, HR, and Brand.
- Translate the company’s vision of “community through play” into operational strategies that increase player satisfaction, drive retention, and expand market growth.
- Act as the executive voice of the customer, ensuring CX data and insights shape expansion strategy, market prioritization, and product decisions.
Your expected skill set & experience:
MUST-HAVES
- 15+ years of senior leadership in customer experience, operations, or training, with proven results scaling across multi-city or multi-unit organizations.
- Demonstrated ability to connect customer insights to revenue growth, retention, and operational excellence.
- Expertise in designing training, quality control, and customer service systems that scale nationally.
- Innovative mindset with experience piloting and rolling out new CX initiatives across diverse markets.
- Exceptional ability to lead through influence, inspire teams, and serve as both strategist and operator.
“WOW” US WITH
- Background in startups, high-growth
- Operational exposure to high-growth environments and consumer-based industries such as sports, media, or entertainment
- Passion for community, health, and social wellness initiatives
Benefits:
- Health, dental, and vision insurance
- 401(k) Plan
- Paid time off and holidays
- Paid Parental Leave
- Employee discounts on Volo Sports programs and events
- Annual Company Events
Additional information
Volo is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Volo does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Volo also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
