VP, Customer Care & Support
Core
Lead the end-to-end strategy, operating model, and team structure for a 100+ person customer support organization across multiple product lines.
Role type
VP of Customer Care & Support (Strategy & Org Design)
Builds
A scalable support operating model integrating AI and human agents for a complex, multi-product consumer ecosystem.
Domain
Consumer E-commerce / Family & Baby Products
Deliverable
production ML models | product features
Required skills
Executive leadership, support strategy design, organizational transformation, AI integration, stakeholder management, policy development, support economics (ROI), cross-functional partnership
Preferred skills
Experience in regulated/privacy-focused environments, consumer health domain knowledge
Technologies
AI tools (Claude, ChatGPT), modern support tooling
Responsibilities
Define support strategy and operating model; build AI-human agent workflows; set customer-facing policies and SLAs; partner with Engineering and Business Ops on tooling; represent customer voice in cross-functional forums; evolve org structure for analytics and operations.
Seniority
VP, Executive Leadership
