Partner with the SVP of Customer Support to define and execute the long-term strategy for a modern, AI-enabled global support organization
Lead the development and execution of an AI adoption roadmap across self-service, agent assist, and support workflows
Translate customer experience and operational goals into prioritized transformation initiatives leveraging AI and automation
Serve as executive sponsor for AI-driven initiatives, ensuring alignment between business objectives, technology teams, and delivery outcomes
Establish success metrics and operating rhythms to measure the impact of AI on customer experience, efficiency, and quality
Drive end-to-end transformation across global support operations, including call centers and digital support channels
Lead organizational change, including new workflows, agent enablement, and leadership readiness
Partner cross-functionally with Technology, Data, Product, and Compliance to deliver scalable and compliant solutions
Ensure responsible, ethical, and compliant use of AI in customer interactions
Influence vendor strategy and investment decisions related to contact center and AI platforms
Represent Customer Support strategy, transformation progress, and outcomes in executive forums

15–20+ years of progressive experience in Customer Support, Customer Operations, or related functions, with significant senior leadership experience in complex environments
Leadership experience running or significantly influencing Customer Support or Customer Operations organizations
Proven track record leading large-scale transformation initiatives (e.g., AI, automation, or operational modernization) within a support organization
Strong operational foundation in contact center environments or complex, multi-channel support models
Experience implementing or scaling AI, automation, or advanced technologies within a support organization
Ability to operate at both strategic and execution levels, translating vision into measurable outcomes
Demonstrated success leading cross-functional initiatives and large-scale organizational change
Strong executive presence with the ability to influence senior stakeholders and drive alignment
Experience defining and tracking operational metrics tied to customer experience and efficiency

Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
Medical/Dental/Vision coverage
EAP – we get you help when you need it. Period.
Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
And more! – so many benefits we couldn’t even fit them all here!

Vice President, Customer Support Strategy – Transformation

Key skills