The OpportunityBanks and credit unions are rebuilding what members and customers expect from service, and Nymbus is rebuilding how we deliver it. This role sits at the center of that shift.
We are seeking a
Vice President, Digital Experience & AI Service Operations to define and lead the multi-year strategy for how Nymbus supports its financial institution clients and their end users. You will own the end-to-end support experience delivered through our hybrid Digital Experience Center (DXC) across phone, email, secure messaging, and chat (agentic), in a multi-tenant environment serving regulated institutions. You will lead the DXC organization and the human and AI workforce that operates alongside it.
This is a mandate to reimagine support, not just optimize it. You will build a model where our people focus on the complex, high-value interactions that need real banking expertise, judgment, and relationship depth, while AI resolves routine work at scale. You will set the operating standard for service quality, own the economics of how we deliver it, find new service offerings that create value for clients and revenue for Nymbus, and make support a durable advantage and a reason clients grow with us.
You will report to the SVP, Banking Operations. You will partner directly with Product, Engineering, Client Partners, Risk & Compliance, and Fraud on decisions that shape the client experience, and you will present results and strategy to executive leadership.
Who You AreYou are a seasoned support or CX leader who has built and scaled service organizations in banking, financial services, or fintech, and who is comfortable leading teams through AI adoption. You have led managers, owned a meaningful budget, and balanced service quality, cost to serve, and growth without treating any of the three as optional. You are a compassionate leader with a deep passion for developing talent, and you create an environment where strong performers thrive and everyone has a clear path to grow.
You think in systems and see the whole board. You are energized by ambiguity and by building what doesn't exist yet. You have a general understanding of AI-enabled support and are a hobbyist or practitioner of AI/ML, curious about where it is heading. You can explain AI and operational concepts in plain terms to an executive, and to a frontline agent on the same day.
What You Will OwnSet Vision and Multi-Year Strategy- Define and execute the multi-year DXC strategy, including the operating model, service architecture, and AI roadmap.
- Own the economics of support: cost per resolution, cost to serve, and capacity. Make deliberate trade-offs between cost, quality, and growth, and defend them with executive leadership.
- Represent the voice of the client and end user to senior leadership, and set the standard for what world-class service means at Nymbus.
Build and Scale the DXC Organization- Lead, develop, and inspire the DXC organization, building a bench of leaders who can scale it well beyond its current size, and guide it through significant role and workflow change with credibility and care.
- Recruit managers and specialists with a lens on AI-fluent professionals who want to redefine their roles alongside technology, and build a culture of continuous improvement, psychological safety, and AI curiosity.
- Design career paths, competency frameworks, and enablement for a workforce whose work is changing, including new roles such as knowledge engineers, AI quality reviewers, and escalation specialists.
- Oversee hiring, training, onboarding, and coaching across the DXC, partnering with the Senior Director, DXC on occupancy, capacity, and headcount. Move quality and coaching from procedural compliance to resolution effectiveness, using AI-assisted review.
Own the AI-First Support Architecture- Own the strategy and execution to evolve the DXC into an AI-first model: specialists handle complex, high-judgment work while AI handles routine inquiries at scale.
- Evaluate, select, and drive adoption of AI support platforms, and own build-versus-buy decisions and vendor relationships.
- Deploy AI voice and chat agents for multi-step banking workflows, and set the governance for escalation logic, confidence thresholds, knowledge curation, and human-in-the-loop design.
- Define when AI resolves, when it assists, and when it hands off, with handoffs that carry full context so clients and end users never repeat themselves. Build agent assist tooling (real-time suggestions, auto-summaries) that measurably improves time to resolution and first contact resolution.
- Establish the accuracy, compliance, and quality standards AI-delivered support must meet in a regulated industry, including hallucination controls and auditability.
- Build feedback loops that turn resolution failures, repeat contacts, and escalation patterns into fixes to AI behavior, workflows, and knowledge content.
Lead Segment-Calibrated Service Excellence- Build service models matched to client segment, size, and complexity, balancing efficient AI-first support with high-touch expertise for larger and more complex institutions.
- Design specialized routing and escalation frameworks for complex questions, and run a multi-channel environment (voice, chat, email, secure messaging, AI chat) with consistent service levels across all of it.
- Serve as the executive authority for high-sensitivity client escalations and critical client moments, owning resolution and the durability of the relationship afterward, and represent DXC performance in client business reviews.
Drive Retention and Service Growth- Own support's contribution to client retention and expansion. Use predictive analytics and operational telemetry to spot emerging support needs and client risk early, and resolve issues before a contact is made.
- Identify and size service growth opportunities (financial and revenue), including optimal or additional service offerings, and build the business case with Client Partners, Product, and executive leadership. Tie new offerings to the cost model so growth and staffing needs are funded.
- Make support a measurable input to client retention and growth, working with Client Partners.
Drive Cross-Functional and Product Alignment- Partner with Product and Engineering to build a rigorous feedback loop powered by support signal, bringing production-scale evidence into AI capability, configuration, governance, and roadmap priorities.
- Partner with Risk & Compliance and Fraud to build regulatory, complaint-handling, and fraud-prevention requirements into support workflows, AI behavior, and quality standards.
- Build proactive partnerships across Implementation, Professional Services, and Client Partners to deliver a seamless experience across the client lifecycle.
- Lead new platform and channel implementations (for example a new CCaaS platform, procedure tool vendor, or service channel) and support new client implementations, forecasting headcount, support levels, and training.
Build Scalable Systems and Operational Rigor- Set and own the support KPI framework, including AI-era measures that lack industry standards: deflection quality, containment, AI resolution accuracy, cost per resolution, and outcome-based CSAT, alongside SLA performance and first contact resolution.
- Own the DXC systems architecture across CCaaS, IVR/IVA, CRM, knowledge management, workforce management, and AI support tooling.
- Lead workforce management that forecasts demand across human and AI channels and supports intelligent staffing and intraday decisions as volume mix shifts.
- Maintain the Operations efficiency log to reduce manual workarounds, and establish the operating cadence, data, and reporting that let support performance be understood and trusted across the company.
- Support the broader Operations team in delivering its strategic initiatives.
- Other duties as assigned
What You Will BringRequired Qualifications- Bachelor's degree in Business or a technical discipline, or equivalent experience in a related field.
- Minimum of 10+ years of progressive customer support management experience, ideally overseeing a diverse portfolio of clients, with a minimum of 5 years in a SaaS specific industry.
- 5-7 years of experience leading call/contact center operations (CCaaS) with direct people leadership experience.
- 5+ years of experience managing remote teams.
- Proven track record of leading and scaling support and CX teams of 50+ people.
- Prior banking or broader financial services experience, including fintech.
- Prior oversight of onshore contact center teams, with experience operating CCaaS technology for chat, chatbot, voice, and email support.
- Prior experience implementing and integrating systems to build a cohesive support experience.
- Prior experience with IVR/IVA systems and SIP/VOIP integrations.
- Demonstrated ability to identify service growth opportunities (financial and revenue) and build the business case for optimal or additional service offerings.
- General understanding of how AI agents work in support, including how they escalate to people and how they depend on quality knowledge content
- Working knowledge of the regulatory context for financial institution servicing, such as complaint handling, consumer protection, and data privacy expectations.
- Strong command of support operations metrics, with the analytical rigor to defend the model to executive leadership.
- Well-developed written and oral communication skills, a collaborative management and coaching style, and the ability to communicate effectively with people at every level of the organization, including client executives.
- Flexibility with work schedule and willingness to travel as necessary.
Preferred Qualifications- Experience leading significant operational transformation, particularly AI adoption or process modernization at scale.
- AI fluency, with hands-on experience deploying and improving AI or automation in a live support environment (virtual agents, agent assist, intelligent routing or triage) and living with the results.
- Lean Six Sigma certification or equivalent process improvement experience, and/or a data science qualification or background.
- Banking compliance and fraud experience.
- Experience building or running specialist-tier or enterprise escalation teams.
- Experience scaling a multi-tenant support operation while headcount grows more slowly than the business.
- A record of building feedback loops between support signal and product roadmap that changed priorities, not only reported issues.
- Experience with call center workforce planning and cost-to-serve modeling.
How We WorkNymbus is a remote-first company. Success in our remote environment requires self-motivation, initiative, and strong personal accountability. Team members are expected to manage their priorities independently, communicate proactively, remain responsive, and participate on camera during virtual meetings.
A strong remote culture requires intentional effort from everyone. We expect team members to engage in our global community, proactively build relationships, participate actively in team and company conversations, seek opportunities to collaborate, and take shared ownership of creating a connected and inclusive remote community including showing up on camera.
Travel: Travel is expected for client engagements, partner meetings, and team gatherings, and requires flexibility to engage across time zones. Subject to change according to business needs.
Compensation and Benefits- Base salary range: $145,000 to $160,000 annually
- Annual cash bonus and equity eligibility, if applicable.
- Remote Work Environment
- Health, dental, and vision insurance, including HSA/FSA/DCA
- 401(k) plan
- Flexible time-off and company holidays
- Additional paid volunteer day
- Supplemental Insurance Programs, including voluntary Life, Accident, Critical Illness, Pet Insurance
- Employee Assistance Programs [EAP]
- Wellness programs
- Growth and development programs
Actual compensation will be determined based on relevant experience, skills, role scope, and location.
Hiring at NymbusAs an AI-first company, we embrace the power of AI tools throughout our hiring process. Nymbus remains committed to finding the right match for our teams and candidates alike. While we are excited about the AI tools available to us today, including AI-enabled video interview tools, we remain equally committed to maintaining human involvement and oversight throughout the hiring process.
