Vice President, Customer Strategy, AI & Transformation
Core
Lead the strategic transformation of a global Customer Support organization by leveraging AI, organizational design, and enterprise transformation practices to redefine how customers are served.
Role type
Senior executive transformation leader (Customer Support & AI Strategy)
Builds
Future-state operating models for customer support, AI-enabled service delivery, and enterprise-wide transformation initiatives.
Domain
SaaS / Customer Experience / Organizational Design / AI Strategy
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Large-scale organizational change leadership, Enterprise AI/digital transformation strategy, Organizational design and workforce transformation, Executive stakeholder influence, Long-term business strategy development, Cross-functional partnership management
Preferred skills
Fortune 500 transformation experience, Modernizing customer support via AI/automation, Consulting or enterprise transformation background, Multi-channel CX transformation, Contact center platform familiarity, SaaS/Financial services/Technology industry experience
Technologies
AI platforms, Contact center platforms, Enterprise transformation tools
Responsibilities
Define long-term vision and operating model for AI-enabled global support, Lead enterprise-scale transformation initiatives, Design future-state organizational models and governance, Develop and execute multi-year AI transformation strategy, Align Product, Technology, Data, and Operations around transformation priorities, Lead organizational change management across business functions
Seniority
Executive (VP level), Strategy & Mentorship
