Vice President, Digital Experience & AI Service Operations

The Company is seeking a Vice President of Digital Experience and AI Service Operations to define and lead the strategy for client and end-user support in a regulated financial services environment. The role will lead and scale a hybrid service organization, balancing human expertise for complex interactions with AI-enabled support for routine needs. Responsibilities include setting service strategy and operating standards, managing support economics and performance, and overseeing AI tools, channels, systems, and governance. The leader will also drive service quality, client retention and growth, resolve sensitive escalations, and partner across product, engineering, risk, compliance, fraud, and client-facing teams to improve the support experience. Candidates should have a bachelor’s degree in business or a technical discipline, or equivalent relevant experience, and at least 10 years of progressive customer support leadership, including five or more years in SaaS and substantial contact center and remote-team leadership. Experience scaling support organizations of 50 or more, along with banking, financial services, or fintech experience, is required. Applicants should bring expertise in contact center operations and technology, support systems integration, IVR or virtual agent systems, operational metrics, and financial services servicing requirements. A general understanding of AI-enabled support is required; hands-on AI implementation, operational transformation, process improvement credentials, and workforce planning experience are preferred.