Vice President, Customer Support Strategy – Transformation
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Job Description
Senior Customer Support leader enhancing global support organization with AI and operational efficiency. Seeking an experienced executive to drive strategy and transformation initiatives.
Responsibilities:
- Partner with the SVP of Customer Support to define and execute the long-term strategy for a modern, AI-enabled global support organization
- Lead the development and execution of an AI adoption roadmap across self-service, agent assist, and support workflows
- Translate customer experience and operational goals into prioritized transformation initiatives leveraging AI and automation
- Serve as executive sponsor for AI-driven initiatives, ensuring alignment between business objectives, technology teams, and delivery outcomes
- Establish success metrics and operating rhythms to measure the impact of AI on customer experience, efficiency, and quality
- Drive end-to-end transformation across global support operations, including call centers and digital support channels
- Lead organizational change, including new workflows, agent enablement, and leadership readiness
- Partner cross-functionally with Technology, Data, Product, and Compliance to deliver scalable and compliant solutions
- Ensure responsible, ethical, and compliant use of AI in customer interactions
- Influence vendor strategy and investment decisions related to contact center and AI platforms
- Represent Customer Support strategy, transformation progress, and outcomes in executive forums
Requirements:
- 15–20+ years of progressive experience in Customer Support, Customer Operations, or related functions, with significant senior leadership experience in complex environments
- Leadership experience running or significantly influencing Customer Support or Customer Operations organizations
- Proven track record leading large-scale transformation initiatives (e.g., AI, automation, or operational modernization) within a support organization
- Strong operational foundation in contact center environments or complex, multi-channel support models
- Experience implementing or scaling AI, automation, or advanced technologies within a support organization
- Ability to operate at both strategic and execution levels, translating vision into measurable outcomes
- Demonstrated success leading cross-functional initiatives and large-scale organizational change
- Strong executive presence with the ability to influence senior stakeholders and drive alignment
- Experience defining and tracking operational metrics tied to customer experience and efficiency
Benefits:
- Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
- Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
- Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
- Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
- Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
- Medical/Dental/Vision coverage
- EAP – we get you help when you need it. Period.
- Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
- And more! – so many benefits we couldn’t even fit them all here!
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