Vice President of Customer Services

Job Summary

Leading the transformation of the global Customer Services organization, the hybrid Vice President of Customer Services will define and execute long-term strategies, enhance operational excellence, and drive the integration of AI and automation into customer interactions.

Key responsibilities

• Define and execute the global organization's long-term strategy and operating model in collaboration with the Chief Customer Officer
• Lead the Customer Services AI and automation transformation agenda, redesigning workflows and customer journeys
• Oversee Customer Services during M&A activities, ensuring smooth integration and value realization

Required qualifications

• 12+ years of leadership experience in Customer Services, operations, or strategy, preferably in global SaaS or technology
• Proven track record of managing large, complex organizations with accountability for revenue and operational performance
• Experience in operational transformation, including evolving processes, systems, and organizational capabilities
• Strong understanding of AI and automation technologies and their application in customer experience and operations
• Bachelor's degree or equivalent professional experience; advanced degree preferred