The opportunity:We are launching a new groundbreaking, consumer-facing AI initiative that helps solve the problems that plague households with connected devices , and we are seeking a visionary VP Customer Operations to architect, build, and lead it from the ground up.
This is a unique executive opportunity designed for a seasoned leader who has spent years running large-scale service operations, client services, or CX at scale within major telecom operators or enterprise service providers. You know firsthand where traditional support models break, what the metrics hide, and exactly what it takes to drive meaningful resolution and reduce cost-to-serve.
As VP Customer Operations, you will have ownership of how customers experience this new solution, from initial service design through seamless delivery and measurable business outcomes. Operating at the critical intersection of Product, AI, and Go-To-Market, you will be the driving force shaping our operational strategy, building a world-class team, and translating revolutionary AI capabilities into elite, enterprise-grade customer success.
Key Responsibilities:Architect & Scale the Service Delivery Model- Design and execute the end-to-end service delivery framework for the new division, optimizing every touchpoint from customer onboarding to resolution and long-term retention.
- Translate cutting-edge Visual & Generative AI capabilities into tangible business outcomes, driving key operational metrics including resolution rates, containment, cost-to-serve, and CSAT.
- Build a highly scalable, non-linear operating model tailored for tier-1 enterprise service providers, driving exponential growth without proportional headcount expansion.
Build, Lead & Inspire a High-Performing Team- Recruit, mentor, and develop a world-class team spanning service operations, CX, and customer solutions.
- Establish the division's operational rhythm, defining performance benchmarks, governance, and continuous improvement methodologies.
Bridge Product, AI, and the Field- Partner closely with Product and AI engineering teams to align our product roadmap with the practical, real-world pain points of large-scale service organizations.
- Infuse deep domain expertise and operator empathy into the product development lifecycle to ensure our tech solves actual frontline challenges.
- Serve as a trusted executive sponsor for key customer and partner relationships, leveraging your industry credibility to champion our vision and secure strategic alignment.
Qualifications:- Senior leadership experience running customer service, client services, or CX operations at scale, ideally in connected home, device care, telecom, or a comparable service-heavy environment.
- A track record of turning service operations into measurable business results.
- Experience building and leading teams through growth and change.
- A clear point of view on how AI is reshaping service delivery, and how to do it well.
- Comfortable moving from strategy to execution in a fast environment.
Advantage:- Experience with contact centers, smart home support.
- Background working with or inside large enterprise service providers.
- Experience standing up a new function or division from scratch (0 to 1).
Why Work With Us?- A Product That Matters: Work on a next-gen product reaching millions of consumers. You will be training an AI to solve real-world problems without a rigid script-your impact will literally be heard.
- Greenfield Opportunity: Join this initiative at inception. Enjoy the autonomy to pick the right tools, set the right operational patterns, and help build a consumer AI assistant the way it should be built from the ground up.
- Cross-Disciplinary Team: Sit at the high-tech intersection of AI researchers, mobile developers, infrastructure engineers, and field-tested domain experts.
- Autonomy & Bold Execution: We move fast and trust our experts. We give you the agency, modern tools, and support you need to drive the product's brain forward.
- Hybrid Flexibility: Enjoy a collaborative team presence in our NY hub combined with flexible remote days, giving you true ownership over your work-life balance.
Department Operation/ Delivery Locations NYC Remote status Hybrid
