Vice President, Global Head of Customer Service
Core
Lead global Level 1, Level 2, and Operational Account Management teams to resolve pre-travel, in-travel, and post-travel enquiries, booking management, and payment issues for WebBeds clients.
Role type
VP, Global Head of Customer Service
Builds
Global customer service operating model, high-performing teams, and scalable omni-channel service delivery
Domain
Travel industry / Customer Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Senior leadership in operations/customer service, transformation/change management, data analytics, financial planning, stakeholder management, risk assessment, cross-cultural communication, strategic roadmap execution
Preferred skills
Experience with AI/automation in service delivery, omni-channel capabilities, inclusive leadership, continuous improvement methodologies
Technologies
AI, automation, omni-channel platforms, digital tools for customer experience
Responsibilities
Lead and manage global customer service teams across all travel journey stages; define organization design, sourcing, and location strategy; set performance benchmarks and KPIs; analyze root causes of service failures to drive improvement; optimize workflows using technology and automation; translate business priorities into customer service strategy; manage annual budgets and financial performance; partner with stakeholders to improve products and retention.
Seniority
Executive, Strategy & Mentorship