Vice President, Global Customer Care Greater London, United Kingdom Area

The Company is on a mission to transform urban mobility and create more livable cities. They are seeking a VP, Global Customer Care to lead this ambitious journey. The successful candidate will be a strategic and empathetic leader with a proven track record in contact center management, including experience in large-scale transformations and AI deployments. This role is pivotal in reimagining customer engagement across all touchpoints, from voice to digital, and requires a passion for building inclusive, high-trust team cultures. The VP will be responsible for driving KPI excellence, defining and executing a multi-year contact center strategy, and partnering with cross-functional teams to integrate next-generation engagement capabilities. Candidates for this role should have at least 10 years' of contact center leadership experience, with a focus on unifying remote, multi-time-zone teams and a deep understanding of core channels and platform architectures. The role demands a leader who can balance efficiency with customer experience quality, and who is adept at translating operational metrics into strategic growth. A background in telecom, tech, or high-velocity consumer services is essential, as is an MBA or advanced degree in business or operations, with process improvement certifications. The ideal candidate will be a cultural ambassador, breaking down operational silos, and creating a shared sense of community for virtual and distributed teams.

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