Vice President, Customer Strategy, AI & Transformation

Responsibilities

• Define and execute strategy for AI-enabled global support organization
• Develop and implement AI adoption roadmap for support workflows
• Translate customer and operational goals into AI-driven initiatives
• Sponsor AI initiatives aligning business and technology outcomes
• Establish metrics to measure AI's impact on customer experience
• Transform global support operations and enhance digital channels
• Drive organizational change, including workflows and agent enablement

Qualifications

• 15-20+ years in Customer Support or Customer Operations with senior leadership experience
• Experience leading transformation initiatives in support organizations
• Strong operational background in contact centers or multi-channel support
• Proven ability to implement AI and automation within support processes
• Skilled at translating strategies into measurable results
• Proficient in leading cross-functional initiatives for organizational change
• Exceptional executive presence to influence stakeholders

Benefits

• Flexibility with open PTO policy
• Collective Days of Disconnect for team well-being
• Parental and Pawternity Leave for family growth
• Quarterly fitness reimbursement with Best Life Perk
• Comprehensive medical, dental, and vision coverage
• Available Employee Assistance Program (EAP)
• Premium Calm App subscription for relaxation support
• Diverse range of additional benefits