Vice President Customer Service Operations

Role Description The Vice President Customer Service Operations is a full-time remote role responsible for leading the strategy and execution of end-to-end customer service for Printing Craft. This position oversees customer service teams, sets performance standards, and ensures a consistent, high-quality customer experience across all channels. Day-to-day responsibilities include defining operational processes, monitoring service metrics, analyzing customer feedback, and driving initiatives to improve satisfaction and retention. The role collaborates with executive leadership to align customer service operations with business goals, manages budgets and resource planning, and mentors managers to build strong, engaged teams. The Vice President also leads cross-functional projects with sales, production, and design teams to resolve complex issues, streamline workflows, and support scalable growth.
Qualifications
Strong Customer Service and Customer Experience skills, with a track record of building and improving service operations.
Advanced Analytical Skills to interpret data, identify trends, and drive decisions that enhance performance and satisfaction.
Executive Management experience, including strategic planning, budget management, and stakeholder communication.
Proven Team Management capabilities, including coaching leaders, developing talent, and fostering a collaborative culture.
Experience in service operations within printing, manufacturing, or related industries is beneficial.
Ability to work effectively in a remote environment, using digital tools to manage teams and projects.
Excellent written and verbal communication skills, with strong conflict resolution and negotiation abilities.
Bachelor’s degree in Business, Operations Management, or a related field; an advanced degree or MBA is a plus.

Work arrangement
Yes