Corporate VP, Customer Service
Core
Transform Wiley's global customer service organization from a cost-managed support function into an AI-enabled, proactive service capability that improves customer experience and operational performance.
Role type
Senior enterprise leadership (Corporate VP)
Builds
AI-enabled service operating model, global customer experience strategy, Voice of Customer intelligence capability
Domain
Publishing, Information Services, Education
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer service/customer experience leadership, P&L management, vendor management, AI fluency, operating-model transformation, product partnership, executive communication
Preferred skills
Publishing/subscription industry experience, ERP/CRM modernization (SAP, Salesforce), agentic/AI-driven service governance
Technologies
agentic/virtual agents, AI governance frameworks, human-in-the-loop design, SAP, Salesforce Service Cloud
Responsibilities
Build and own a world-class AI-enabled customer experience organization; Design global customer experience models connecting AI, humans, and vendors; Deliver Voice of Customer intelligence capabilities; Own performance metrics for CX and financial health; Manage departmental budget and AI investment
Seniority
Executive (VP level)
