Vice President – Transformation Services

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

📋 Description

• Define and initiate a suite of Transformation Services offerings, which encompass AI and CX readiness assessments, customer journey and workflow transformations, and the design of future-state operating models.

• Develop standardized methodologies, diagnostic tools, decision frameworks, deliverables, governance standards, quality controls, engagement models, packaging, scopes, pricing, delivery standards, and market-entry enablement strategies.

• Assemble an initial team and a versatile network of internal and external subject-matter experts while spearheading early lighthouse engagements.

• Analyze complex and underperforming customer operations and convert ambiguity into prioritized transformation agendas.

• Conduct executive discovery utilizing customer interaction data, operational performance metrics, stakeholder interviews, journey analysis, and insights from frontline staff.

• Identify opportunities for AI to automate tasks, enhance human performance, or maintain human judgment and expertise.

• Restructure customer operations around AI and human expertise and delineate the necessary organizational changes.

• Formulate recommendations, business cases, target outcomes, and sequenced roadmaps.

• Maintain engagement throughout implementation, operation, measurement, and optimization phases.

• Collaborate with Professional Services, Technology and Innovation, Sales, Client Success, Global Delivery, Product, Partnerships, workforce teams, and external partners.

• Assess options to build, buy, integrate, or optimize technology solutions and propose client-ready options.

• Establish governance structures, decision rights, risk management protocols, and value tracking mechanisms.

• Oversee business solution architecture for transformation-led opportunities and assist with proposals, executive presentations, pricing, and statements of work.

• Generate demand within the existing client base and create repeatable transformation-led sales strategies.

• Analyze emerging AI, CX, automation, analytics, and workflow technologies, along with potential partners.

• Evaluate transformation outcomes and convert client learnings into methodologies, benchmarks, offerings, proof points, and sales strategies.

• Recruit, nurture, and manage a multidisciplinary transformation team.

⛳️ Requirements

• A minimum of 12 years of relevant experience.

• Proven success in transforming complex customer operations and achieving measurable business results.

• Experience in advising and constructively challenging C-suite executives.

• Proven ability to align diverse stakeholders and translate ambiguity into definitive decisions.

• A track record of building new capabilities and transforming initial client engagements into repeatable offerings, intellectual property, and commercial enablement.

• Strong commercial acumen with experience in shaping, pricing, and closing complex deals.

• Experience in owning or significantly influencing revenue or P&L.

• Capability to architect integrated business solutions across transformation, technology, implementation, workforce, delivery, and partner capabilities.

• Proficiency in AI and the CX technology ecosystem.

• Exceptional executive communication, presentation, facilitation, and relationship-building abilities.

• A bachelor's degree or equivalent combination of education and relevant experience.

• Preferred: leadership experience in complex customer operations or in-depth contact-center advisory roles.

• Preferred: experience in launching and managing a transformation capability linked to professional services, technology platforms, managed services, or outsourced operations.

• Preferred: familiarity with AI readiness, data readiness, AI governance, enterprise change adoption, and navigating regulated or high-consequence environments.

🏝️ Benefits

• Trusted, remote, and compassionate human expertise.

• Global reach and a flexible workforce model.

• Agile, high-touch customer support solutions.

• Opportunities to establish and lead a new capability.

• Senior strategic partnership with Sales and Client Success.

• Professional and commercial leadership opportunities.