Vice President of Customer Service

Company Description FJDI is a mission-driven organization working with children, youth, women, and communities to advance justice, development, and economic recovery in northern Uganda. The organization focuses on addressing the long-term impacts of conflict by advocating for redress of human rights violations and atrocities. FJDI supports sustainable development initiatives that help rebuild communities and improve access to essential services. It also promotes economic empowerment through livelihood programs that enhance self-sufficiency and resilience. Team members join a collaborative environment dedicated to social impact and community-led change.
Role Description The Vice President of Customer Service is a full-time, remote leadership role responsible for designing and overseeing the organization’s customer service and stakeholder engagement strategy. This position leads the customer service team to deliver consistent, high-quality support to beneficiaries, partners, donors, and other stakeholders, ensuring timely responses and effective resolution of inquiries and issues. The role includes monitoring customer service performance, analyzing feedback and service metrics, and implementing improvements that enhance customer satisfaction and overall experience. The Vice President collaborates with cross-functional teams to align customer service processes with organizational goals, supports the development of best practices for contact center operations (virtual or distributed teams), and prepares regular reports for executive leadership. This role also involves coaching and mentoring team members, establishing service standards, and contributing to long-term planning for stakeholder engagement.
Qualifications
Strong customer-focused skills, including Customer Service, Customer Satisfaction, and Customer Experience, and the ability to design and oversee high-impact service strategies.
Robust Analytical Skills to interpret data, assess service performance, and drive continuous improvement in processes and outcomes.
Experience managing or optimizing Contact Centers or distributed customer support teams, including setting service-level standards and workflows.
Demonstrated leadership experience in customer service or stakeholder relations, ideally at a senior or VP level.
Excellent written and verbal communication skills, with the ability to engage diverse stakeholders in a clear, respectful, and culturally sensitive manner.
Proven ability to work effectively in a remote environment, manage teams across locations, and use digital collaboration tools.
Background in nonprofit, humanitarian, international development, or social impact organizations is highly beneficial.
Relevant bachelor’s or master’s degree in Business, Management, Communications, Public Administration, or a related field.

Work arrangement
No