Own the full global customer experience for the Three Rivers client portfolio, with accountability for how it feels for the client and how it performs for the business — across both outsourced and in-house service delivery.
Lead and develop three distinct functions: BPO Management (outsourced partner), Premier Services (in-house differentiated team), and New Client Launch (onboarding capability).
Set the strategic direction for how TreviPay delivers customer experience within Three Rivers, including buyer segment differentiation — determining which buyers need a higher-touch experience and which need reliable, efficient service, and ensuring both are exceptional.
Own the outsourced partner relationship end to end, including vendor performance, SLA adherence, quality standards, escalation management, contract strategy, resource optimization, cost structure, and continuous improvement.
Guide the growth of the in-house Premier Services team from Pilot to scale, defining what differentiated service looks like for Three Rivers and ensuring the team delivers on that promise.

10+ years of progressive leadership responsibility in operations, customer experience, client services, service delivery, or related client-facing functions.
Demonstrated experience leading through managers and building leadership teams, including hiring and developing leaders underneath you.
Experience managing global service delivery at scale across multiple teams, geographies, or service models.
Strong strategic and analytical skills, including experience evaluating service delivery economics, vendor contracts, or operational cost models.
Experience operating in a hybrid service environment where both in-house and partner/outsourced teams serve the same clients.

Vice President – Customer Experience

Key skills