This is a senior enterprise leadership opportunity to redefine how Wiley serves, retains, and grows customers globally. The successful leader will shape a modern service model that improves customer trust, accelerates resolution, strengthens commercial insight, and advances Wiley’s AI-enabled operating model at scale.

Lead Wiley’s Customer Service organization through a strategic transformation from a cost-managed support function into an AI-enabled, proactive service capability that improves customer experience, strengthens operational performance, and creates differentiated value for the business. Reporting to the EVP, Technology and Operations (T&O), this enterprise leader will own Wiley’s service strategy, lead a global employee and vendor-provided workforce, and serve as a member of the T&O Leadership Team.

• Build and own a world-class customer experience organization that is AI-enabled, scalable, cost-effective, and trusted by customers. Use AI and automation to resolve routine needs quickly and consistently, while focusing human expertise on moments that require judgment, empathy, escalation, or commercial nuance across customer care, technical/product support, order processing, invoicing/billing, and customer intelligence.

• Design and establish a consistent global customer experience model that connects AI, human agents, vendors, and product teams. Ensure service is designed into product launches, scaled through automation, strengthened through product management partnership, and governed through clear SLAs, quality standards, and customer outcome metrics.

• Build and deliver a reliable Voice of Customer intelligence capability that routes service insights such as CSAT/NPS/CES with verbatims, repeat contact rate, escalation themes, sentiment trend, and self-service deflection failures, to the functions that can turn them into enterprise value.

• Own performance metrics that provide clear visibility into customer experience, workforce effectiveness, product performance, and financial health, enabling trusted operating reviews and business performance decisions.

• Own the departmental budget, delivering sustainable year-over-year cost improvements, audit/SOX compliance, and disciplined investment in AI-enabled capabilities without compromising customer quality or service reliability.

Essential

• 15+ years in customer service/customer experience leadership, including direct P&L and vendor-management accountability at scale.

• Genuine transformation and AI fluency as operating instincts, with the judgment and conviction to make strategic trade-offs in a transformation environment.

• Demonstrated experience leading a function through an operating-model transformation.

• Working fluency and hands-on familiarity with AI-enabled service technology (e.g. agentic/virtual agents, AI governance frameworks, human-in-the-loop design).

• Successful track record of partnering with Product and Engineering teams to embed service/support thinking into product design and launch.

• Strong executive communicator with demonstrated experience presenting to executive and board levels with clarity and candor.

• Comfortable working in a highly matrixed organization and able to build shared infrastructure with adjacent functions.

Desirable

• Experience in publishing, information services, or subscription-based industries.

• Prior ERP/CRM modernization experience (SAP, Salesforce Service Cloud, or equivalent).

• Experience specifically standing up or governing agentic/AI-driven service capabilities with and without a vendor.

• AI-enabled service operating as credible Tier 1/2 support, improving speed, consistency, and resolution quality while concentrating human expertise on Tier 2/3 complexity.

• Customer service strategy and support requirements embedded in flagship products at launch, improving adoption, customer experience, and service readiness rather than being retrofitted after release.

• Voice of Customer intelligence actively supports renewals, identifies friction points, and generates qualified upsell/cross-sell insights for Sales, Marketing, and Product partners.

• A trusted performance model is live and driving decisions, with clear visibility into customer satisfaction, resolution performance, quality, cost-to-serve, and human-vs-AI effectiveness.

• Total organizational cost run-rate is at or below end-state targets, with AI investment managed as a deliberate trade-off against savings, service quality, and long-term scalability.