Vice President, Customer Strategy, AI – Transformation

This is a fully remote position, open to applicants in Texas.

📋 Description

• Collaborate with the SVP of Customer Support to establish the long-term vision and operational framework for a modern, AI-enhanced global support organization.

• Drive enterprise-scale transformation projects that redefine the structure, delivery, measurement, and continuous improvement of customer support.

• Create future-state organizational frameworks, workforce strategies, governance models, and operating rhythms that facilitate scalable growth.

• Formulate and implement a multi-year AI transformation strategy that emphasizes customer experience, employee productivity, operational excellence, and business outcomes.

• Act as the executive leader responsible for aligning Product, Technology, Data, Operations, Legal, Security, and Customer Success with transformation priorities.

• Oversee organizational change management across various business functions, ensuring leaders and employees effectively embrace new operating models and methods of working.

• Convert executive strategy into quantifiable transformation roadmaps featuring clear milestones, business outcomes, and accountability.

• Develop executive-level success metrics that evaluate organizational effectiveness, customer outcomes, operational performance, AI adoption, and return on investment.

• Promote a culture of innovation, experimentation, continuous improvement, and responsible AI utilization.

• Advocate for the Customer Support transformation strategy with executive leadership, Board-level audiences, and relevant external partners.

⛳️ Requirements

• Over 15 years of progressive executive leadership experience in managing large-scale transformations within customer-facing organizations.

• Proven track record of leading enterprise-wide AI or digital transformation initiatives that fundamentally altered operating models, customer experiences, or workforce effectiveness (beyond chatbots, copilots, and basic automation).

• Extensive expertise in organizational design, operating model development, workforce transformation, and change leadership.

• Demonstrated capability to influence executive stakeholders across various business functions without direct authority.

• Experience in crafting long-term business strategies and translating strategic visions into enterprise execution.

• Strong executive presence accompanied by exceptional communication and storytelling abilities.

• History of collaborating with Product, Engineering, Data, Technology, Finance, Legal, and Operations to achieve transformational business outcomes.

• Experience in leading intricate, cross-functional initiatives with a significant organizational impact.

• Ability to combine strategic thinking with disciplined execution in fast-paced, evolving environments.

• Enthusiasm for utilizing AI and emerging technologies to enhance customer experiences and organizational performance.

🏝️ Benefits

• Purpose-driven company with a Values-focused culture – Best Life, One Team, Growth Mindset.

• Time Off – benefit from our open PTO policy, providing flexibility in how and when you take your time off!

• Days of Disconnect – each quarter, we collectively take a breather and enjoy a day off together globally. #oneteam

• Parental & Pawternity Leave – we provide leave for when your family expands by two feet or four paws!

• Best Life Perk – we are dedicated to supporting you in your fitness journey with a quarterly reimbursement.

• Medical/Dental/Vision coverage.

• EAP – we provide assistance when you need it. Period.

• Premium Calm App – enjoy peace of mind with a Calm App subscription for you and up to 4 dependents over the age of 16.

• And more! – so many benefits that we couldn’t even list them all here!