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🤝 Vice President of Customer Service
🚀 Key Responsibilities
Develop and execute the company’s global customer service strategy and service standards.
Oversee customer service operations across regions, channels, products, and business units.
Establish and monitor KPIs including customer satisfaction, response time, resolution rate, retention, and service quality.
Lead initiatives to improve customer support processes, service efficiency, and overall customer experience.
Develop scalable customer service policies, procedures, workflows, and performance-management systems.
Analyze customer feedback, complaints, service trends, and operational data to identify improvement opportunities.
Partner with Customer Success, Sales, Marketing, Product, Operations, and Technology teams to address customer needs.
Leverage CRM platforms, AI, automation, analytics, and digital support technologies to improve service delivery.
Establish effective escalation, issue-resolution, and customer recovery processes.
Ensure consistent service quality across multiple regions, communication channels, and customer segments.
Monitor service costs, staffing requirements, resource allocation, and operational efficiency.
Lead customer service transformation, process optimization, and continuous improvement initiatives.
Develop training, coaching, quality-assurance, and performance-development programs for customer service teams.
Manage, mentor, and develop senior customer service leaders and large-scale service organizations.
Provide executive leadership with customer insights, service performance reports, operational risks, and strategic recommendations.
🎓 Experience Requirements
18+ years of progressive experience in Customer Service, Customer Experience, Customer Success, Operations, Client Services, or related functions.
8+ years of senior leadership experience managing large-scale or global customer service organizations.
Proven experience developing and implementing enterprise-wide customer service strategies and operating models.
Strong track record improving customer satisfaction, service quality, retention, operational efficiency, and customer loyalty.
Extensive experience managing multi-channel and geographically distributed customer service operations.
Strong knowledge of CRM systems, customer analytics, automation, AI-enabled service solutions, and service-performance management.
Demonstrated experience managing large teams, budgets, KPIs, and complex customer-service initiatives.
Experience partnering with C-suite executives and cross-functional leadership teams.
Excellent executive communication, strategic planning, problem-solving, and stakeholder-management skills.
Bachelor’s degree in Business, Management, Communications, Operations, or a related field required; advanced degree preferred.
Work arrangement
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