Vice President, Customer Services Strategy & Transformation

The Company is seeking a senior leader to shape and transform its global Customer Services organization. The role will define strategy and operating models, translate priorities into transformation roadmaps, and improve performance through process redesign, standardization, automation, and stronger analytics. The leader will guide AI-enabled changes to customer journeys and workflows, while partnering with Customer Success, Support, Professional Services, and Learning & Development leaders to deliver cohesive customer outcomes. Responsibilities also include leading Customer Services through mergers and acquisitions, from due diligence through integration and value realization, and aligning execution across business functions. Candidates should have 12 or more years of progressive leadership experience in customer services, operations, strategy, or transformation, preferably in global SaaS or technology environments. They should have experience leading complex, distributed organizations and delivering measurable operational, customer, and financial results, with strong knowledge of post-sales functions, workforce planning, and performance management. The role requires an understanding of AI, automation, and their application to operating models and customer experience, as well as M&A integration experience, financial acumen, analytical ability, and executive communication skills. A bachelor’s degree or equivalent professional experience is required; an advanced degree is preferred.