Global Customer Service Vice President

🌎 Global Customer Service Vice President
🚀 Key Responsibilities
🌍 Develop and execute the company’s global customer service strategy across regions, markets, and customer segments.
🎯 Establish global customer service standards, policies, processes, and performance objectives.
📊 Define and monitor KPIs including CSAT, NPS, response time, resolution time, retention, escalation rates, and service quality.
🤝 Partner with Sales, Customer Success, Operations, Product, Marketing, Technology, and Compliance to deliver a consistent customer experience.
🔄 Standardize and continuously improve customer service processes across global teams while adapting to regional requirements.
📈 Analyze customer feedback, service data, complaints, and operational trends to identify improvement opportunities.
🚨 Lead the management and resolution of complex customer escalations, critical service issues, and high-value account concerns.
🤖 Drive the adoption of CRM platforms, AI, automation, analytics, and digital customer service technologies to improve efficiency and scalability.
💰 Manage customer service budgets, resources, workforce planning, and operational costs while maintaining service quality.
👥 Build, lead, and develop high-performing regional and global customer service organizations.
🌐 Ensure customer service operations support international markets, multilingual customers, and diverse regulatory environments.
📋 Establish governance, quality assurance, reporting, and continuous-improvement frameworks across the global organization.
🏆 Present customer service performance, risks, improvement initiatives, and strategic recommendations to the CEO and executive leadership team.
🎓 Experience Requirements
15+ years of progressive experience in customer service, customer operations, customer experience, service delivery, or related fields.
7+ years of senior leadership experience managing large-scale or global customer service organizations.
Proven experience developing and implementing global customer service strategies, operating models, and service standards.
Strong background in customer-service KPIs, operational performance management, workforce planning, process optimization, and quality management.
Demonstrated experience managing multi-region teams, large customer volumes, complex escalations, and significant operating budgets.
Experience working cross-functionally with Sales, Customer Success, Operations, Product, Technology, Finance, and Compliance.
Strong understanding of CRM, customer analytics, automation, AI-enabled service platforms, and digital customer engagement.
Proven ability to lead organizational transformation and continuous-improvement initiatives.
Experience communicating with C-suite executives, senior management, strategic customers, and international stakeholders.
Bachelor’s degree required; MBA or advanced degree preferred.
Experience in technology, SaaS, financial services, fintech, healthcare, telecommunications, e-commerce, or other global service-driven industries is preferred.

Work arrangement
No