Senior Vice President, Customer Success

Responsibilities

• Develop and execute a comprehensive strategy to consolidate multiple customer service operations into a unified, global organization
• Lead the selection and implementation of enterprise-wide customer service technology platforms
• Create and maintain standardized processes and KPIs across all customer touchpoints
• Drive digital transformation initiatives to enhance customer experience and operational efficiency
• Oversee daily operations of global customer service teams
• Establish and monitor performance metrics, quality standards, and customer satisfaction goals
• Develop and implement best practices for customer engagement across all channels
• Optimize resource allocation and workforce management strategies
• Create and lead high-performing customer success teams across multiple locations
• Build and lead a customer-centric culture that drives excellence in service delivery
• Develop training programs and career advancement opportunities
• Foster collaboration between customer service and other business units
• Lead the evaluation and implementation of customer service technologies
• Ensure seamless integration of systems across all business units
• Drive automation and AI initiatives to improve efficiency
• Develop data analytics capabilities to enhance decision-making

Qualifications

• Required Education: Bachelor's degree in Business Administration or related field
• Required Experience: 15+ years of progressive customer service leadership experience
• Preferred Education: Master's degree in Business Administration or related field
• Travel Requirements: 30-40% travel required domestically and internationally

Additional Qualifications

• Strong understanding of customer service technologies and platforms
• Experience with CRM and Order Management systems, contact center technologies, and digital service channels
• Data analytics and reporting expertise
• Project management and process improvement methodologies
• Exceptional strategic thinking and execution abilities
• Strong change management and transformation leadership skills
• Executive presence and ability to influence at all levels
• Excellent cross-functional collaboration skills
• Financial acumen and budget management expertise

About

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We are an Equal Opportunity Employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates, only those meeting specific position requirements may be contacted.