The Vice President, Global Customer Care, serves as an enterprise executive responsible for defining and executing the global strategy for customer experience, service delivery, and operational performance. This role has end-to-end accountability for customer care across all regions, balancing service excellence, cost efficiency, and scalable growth.

This leader will guide the strategic evolution of the Customer Care function, leading a large, globally distributed organization through multiple layers of leadership while fostering a high-performance culture and building strong leadership capability at scale. With a deep commitment to customer advocacy and a focus on transformation and operational excellence, the VP will champion initiatives that elevate service standards, modernize delivery models, and drive measurable business outcomes, including customer retention, revenue protection, and operational margin.

This role serves as a key member of the leadership team, partnering closely with Go-To-Market (Customer Success, Sales, Product, Marketing), Finance, Technology, and Operations to align customer experience strategy with enterprise priorities.

The ideal candidate brings a proven ability to lead large-scale transformation, influence senior stakeholders, and deliver results in a fast-paced, globally complex environment.

Responsibilities:

• Enterprise Ownership of Customer Care Strategy - Define and execute the Global Customer Care strategy, aligning service delivery, customer experience, and operational cost structures with overall business objectives and long-term growth targets.
• Service Strategy & Delivery Model - Define and evolve global service delivery models and support strategies aligned to enterprise goals, customer segmentation, and scalable growth.
• Customer Experience Leadership - Own and drive enterprise-wide customer experience strategy, ensuring consistent, high-quality outcomes across all touchpoints.
• Team Leadership & Development - Lead and grow a senior operational management team, fostering performance through coaching, development planning, and clear accountability.
• Business Performance & Outcomes - Establish and own KPIs tied to business outcomes, including customer retention, lifetime value, service cost per transaction, and operational efficiency.
• Financial & Operational Ownership - Own the Global Customer Care budget and cost structure, drive efficiency, productivity, and ROI across all service operations while maintaining service quality and scalability.
• Customer Insight & Experience Strategy - Establish enterprise voice-of-customer programs and advanced analytics to identify root causes, inform strategy, and drive continuous improvement.
• Service Performance & Experience Outcomes - Own global service performance standards, ensuring consistency, responsiveness, and continuous improvement across all customer interactions.
• Digital & Self-Service Strategy - Drive the expansion of self-service and automation capabilities to improve efficiency, scalability, and customer experience outcomes.
• Compliance & Risk Management - Ensure full regulatory compliance and proactively identify and mitigate operational risks.
• Enterprise Collaboration & Alignment - Partner with senior leaders across Go-To-Market (Customer Success, Sales, Product, Marketing), Finance, Technology, and Operations to align customer strategy with business priorities.
• Executive & Board-Level Influence - Serve as a strategic advisor to executive leadership, providing insights on customer trends, operational performance, and transformation initiatives.
• Transformation Leadership - Lead enterprise transformation initiatives, evolving operating models, processes, and capabilities to support long-term scalability and performance.
• Client Partnership & Revenue Optimization - Collaborate with Client Relations to enhance profitability through strategic planning and partnership-driven growth.
• Transformation & Technology Enablement - Lead the evolution of Customer Care through automation, AI, and digital platforms, driving scalable, insight-driven service delivery models.
• Global Operations Leadership - Lead large, geographically distributed teams through multiple layers of leadership, ensuring consistent service delivery, culture, and performance across regions.
• Customer Experience as a Competitive Advantage - Position Customer Care as a strategic differentiator, driving customer loyalty, retention, and long-term business value.

Required Skills & Qualifications:

• Executive Leadership in Customer Care - Proven executive leadership experience (15+ years), including leading large-scale, global customer care or operations organizations through multiple layers of leadership, with a strong track record of driving performance, operational excellence, and business outcomes.
• Financial & Business Acumen - Demonstrated ownership of large operational budgets, with experience driving cost optimization, productivity, and measurable ROI.
• Executive Presence & Influence - Proven ability to influence senior executives and drive alignment across enterprise functions.
• Strategic & Customer-Focused Mindset - Deep understanding of customer needs and market dynamics, with the ability to translate insights into actionable strategies.
• Cross-Functional Leadership & Enterprise Influence - Demonstrated ability to build trusted partnerships across functions and geographies, aligning stakeholders to deliver enterprise-wide outcomes.
• Advanced Analytical & Data-Driven Leadership - Proven ability to leverage data, analytics, and performance metrics to inform strategy, optimize operations, and influence executive decision-making.
• Global Leadership Experience - Experience leading large, geographically distributed teams across multiple regions, with an understanding of cultural, regulatory, and operational complexity.
• Leadership & Talent Development - Demonstrated success in building, developing, and scaling high-performing leadership teams in complex, dynamic environments.
• Change Leadership & Agility - Proven ability to lead organizations through ambiguity and large-scale transformation while maintaining performance and engagement.
• Customer-Obsessed Mindset - Committed to delivering exceptional customer experiences and driving continuous improvement in service quality.
• Operational Excellence In Matrixed Environments - Experience working within complex organizational structures, with the ability to influence outcomes and implement best practices.

Education & Experience:

• Bachelor's Degree Required - Preferably in Business Administration, Operations Management, or a related field; equivalent professional experience may be considered in lieu of formal education.
• Extensive Leadership Experience - 15+ years of progressive leadership experience, including executive-level roles with responsibility for global or multi-region customer care organizations and large-scale operational teams, with a strong emphasis on transformation, innovation, and cross-functional execution.
  • Experience leading transformation initiatives (e.g., digital, automation, AI-driven service models).
  • Experience managing large, complex budgets and global workforce strategies.
• Technology And Systems Experience - Familiarity with CRM platforms (Salesforce preferred), VOIP systems, and cloud-based service tools.

Supervisory:

• Executive Leadership of Global Customer Care - Proven success leading large-scale, global customer care organizations through multiple layers of leadership, driving accountability, innovation, and continuous improvement aligned to enterprise strategy.
• Enterprise Leadership & Strategic Influence - Proven ability to shape decisions through an enterprise-wide lens, ensuring alignment with business objectives and cross-functional impact.
• Operational Excellence & Resource Optimization - Proven ability to optimize resources, balance competing priorities, and drive efficiency across complex, large-scale service operations.
• Change & Transformation Leadership - Proven ability to lead through ambiguity and large-scale transformation, driving sustainable change while maintaining performance and engagement.
• Leadership at Scale - Proven ability to lead leaders (Directors, Managers, etc..) across multiple layers, driving alignment, accountability, and performance across large, complex organizations.
• Executive Communication & Stakeholder Alignment - Proven ability to influence and align stakeholders at all levels, including C-suite, driving clarity, alignment, and momentum across initiatives.
• Talent Development & Succession Planning - Demonstrated success building strong leadership pipelines through coaching, mentorship, and strategic talent development, ensuring long-term organizational capability and resilience.

Working Environment:

• For remote or hybrid positions, you must have a dedicated workspace that is free from distractions and ensures privacy.
• Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hardwired to a router (We provide equipment).
• All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.
• This role routinely uses standard office equipment such as a computer, keyboard, and phone.

Travel Requirements:

Travel & Stakeholder Engagement - Travel will be required for both internal and external customer meetings, with an estimated frequency of no more than 1-3 trips per quarter.

Disclaimer Statement:

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities and requirements of employees assigned to this job.

The salary range for this position is approximately $180,000 - $220,000 base annually. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate's experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

We have great people here and are looking for more. Come join us!

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