Vice President Customer Operations

Key Responsibilities

• Architect & Scale the Service Delivery Model
• Design and execute the end-to-end service delivery framework for the new division, optimizing every touchpoint from customer onboarding to resolution and long-term retention.
• Translate cutting-edge Visual & Generative AI capabilities into tangible business outcomes, driving key operational metrics including resolution rates, containment, cost-to-serve, and CSAT.
• Build a highly scalable, non-linear operating model tailored for tier-1 enterprise service providers, driving exponential growth without proportional headcount expansion.

Qualifications

• Senior leadership experience running customer service, client services, or CX operations at scale, ideally in connected home, device care, telecom, or a comparable service-heavy environment.
• A track record of turning service operations into measurable business results.
• Experience building and leading teams through growth and change.
• A clear point of view on how AI is reshaping service delivery, and how to do it well.
• Comfortable moving from strategy to execution in a fast environment.
• Advantage: Experience with contact centers, smart home support.
• Experience standing up a new function or division from scratch (0 to 1).