Vice President, Global Head of Customer Service

The Company is seeking a Vice President, Global Head of Customer Service to lead and manage its global customer service operations. The successful candidate will be responsible for overseeing the Level 1, Level 2, and Operational Account Management teams, ensuring that client requests across the customer journey are handled with the utmost accuracy and efficiency. This role demands a strategic partner who can work with the Chief Operations Officer to shape a global-local target operating model, translate business priorities into a clear customer service strategy, and build high-performing teams. The VP will also be tasked with using data, technology, AI, and automation to enhance service quality, efficiency, and scalability, as well as leading transformation and representing the voice of the customer in driving improvements. Applicants for this role should have a proven track record of senior leadership in operations, customer service, or contact centers within an international, complex organization. The role requires a leader with a strong background in driving transformation and change, a deep understanding of business processes, and the ability to use data and analytics to improve outcomes. Strong financial and analytical capabilities, influential leadership, and excellent stakeholder management skills are essential. The ideal candidate will have a pragmatic and adaptable approach, with a commitment to customer-centric change, continuous improvement, and profitable growth. A curious, inquisitive, and resilient mindset, along with excellent communication skills in English, is also a must.