Summary: The Senior Vice President of Customer Success will lead the strategic transformation and operational excellence of Ashley's global customer service organization. This executive role will spearhead the consolidation of customer service teams across retail, e-commerce, and international divisions while implementing unified technology solutions and standardized processes to deliver exceptional customer experiences.
Responsibilities: - Develop and execute a comprehensive strategy to consolidate multiple customer service operations into a unified, global organization
- Lead the selection and implementation of enterprise-wide customer service technology platforms
- Create and maintain standardized processes and KPIs across all customer touchpoints
- Drive digital transformation initiatives to enhance customer experience and operational efficiency
- Oversee daily operations of global customer service teams
- Establish and monitor performance metrics, quality standards, and customer satisfaction goals
- Develop and implement best practices for customer engagement across all channels
- Optimize resource allocation and workforce management strategies
- Build and lead high-performing customer success teams across multiple locations
- Create a customer-centric culture that drives excellence in service delivery
- Develop training programs and career advancement opportunities
- Foster collaboration between customer service and other business units
- Lead the evaluation and implementation of customer service technologies
- Ensure seamless integration of systems across all business units
- Drive automation and AI initiatives to improve efficiency
- Develop data analytics capabilities to enhance decision-making
Qualifications required: Education: Bachelor's degree in Business Administration or related field
Experience - 15+ years of progressive customer service leadership experience
- Proven track record of leading large-scale organizational transformations
- Experience managing multi-location, global customer service operations
- Strong understanding of customer service technologies and platforms
- Experience with CRM and Order Management systems, contact center technologies, and digital service channels
- Data analytics and reporting expertise
- Project management and process improvement methodologies
- Exceptional strategic thinking and execution abilities
- Strong change management and transformation leadership skills
- Executive presence and ability to influence at all levels
- Excellence in cross-functional collaboration
- Financial acumen and budget management expertise
Additional Qualifications, preferred: - Master's degree in Business Administration or related field
Travel Requirements: 30-40% travel required domestically and internationally
Work Environment: This position is located in an active industrial manufacturing and distribution center with moderate to high noise levels, temperature variations, and material handling equipment in operation. The role may require extended periods of standing or walking on concrete floors and the use of personal protective equipment (PPE) such as safety glasses and steel-toed boots. The fast-paced environment involves time-sensitive and safety sensitive operations and may include various shift schedules to support production and distribution needs.
Benefits We Offer: - Health, Dental, Vision, Employee Assistance Program
- Paid Time Off; increases with years of service
- Generous Employee Discount on home furnishings
- Professional Development Opportunities
- Tuition Assistance
- Ashley Wellness Centers (location specific)
- 401(k) and Profit Sharing
- Life Insurance
