VP, Digital Experience – AI Service Operations

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

📋 Description

• Develop and implement the long-term strategy for the Digital Experience Center, including the operating model, service architecture, and AI roadmap.

• Manage support economics, focusing on cost per resolution, cost to serve, capacity, and the trade-offs between cost, quality, and growth.

• Act as the voice of the client and end-user to senior leadership, establishing world-class service standards.

• Lead, nurture, and expand the DXC organization and its leadership capabilities.

• Hire managers and specialists, create career paths and competency frameworks, and oversee the processes of hiring, training, onboarding, and coaching.

• Transition the DXC to an AI-first support model and promote the adoption of AI support platforms.

• Manage build-versus-buy decisions, vendor relations, deployment of AI voice and chat agents, escalation logic, confidence thresholds, knowledge curation, and human-in-the-loop design.

• Establish standards for AI support accuracy, compliance, quality, hallucination control, and auditability.

• Create feedback loops from resolution failures, repeat contacts, and escalations to enhance AI, workflows, and knowledge bases.

• Develop segment-calibrated service models and specialized routing and escalation strategies across voice, chat, email, secure messaging, and AI chat.

• Serve as the executive authority for sensitive client escalations and represent DXC performance during client business reviews.

• Enhance client retention and expansion through predictive analytics, operational telemetry, and new service offerings.

• Collaborate with Product, Engineering, Risk & Compliance, Fraud, Implementation, Professional Services, and Client Partners.

• Direct platform, channel, and client implementations, including headcount forecasting, support levels, and training requirements.

• Oversee support KPIs, DXC systems architecture, workforce management, operational efficiency, cadence, data, and reporting.

• Contribute to broader strategic initiatives within Operations and perform additional duties as assigned.

⛳️ Requirements

• Bachelor's degree in Business or a technical field, or equivalent experience in a related area.

• At least 10 years of progressive customer support management experience, preferably managing a diverse portfolio of clients, with a minimum of 5 years in a SaaS industry.

• 5-7 years of experience in leading call/contact center operations (CCaaS) with direct leadership experience.

• Over 5 years of experience managing remote teams.

• Demonstrated success in leading and scaling support and CX teams of 50+ members.

• Previous experience in banking or broader financial services, including fintech.

• Experience overseeing onshore contact center teams, with familiarity in operating CCaaS technology for chat, chatbots, voice, and email support.

• Past involvement in implementing and integrating systems to create a cohesive support experience.

• Familiarity with IVR/IVA systems and SIP/VOIP integrations.

• Proven ability to identify opportunities for service growth and build business cases for optimal or additional service offerings.

• General understanding of the functionality of AI agents in support, including escalation to human agents and reliance on high-quality knowledge content.

• Knowledge of the regulatory context concerning financial institution servicing, including complaint handling, consumer protection, and data privacy requirements.

• Strong grasp of support operations metrics and analytical ability to advocate for the model to executive leadership.

• Excellent written and verbal communication skills, a collaborative management style, and the capability to communicate effectively at all organizational levels, including with client executives.

• Willingness to adapt work schedules and travel as required.

• Preferred: experience in leading significant operational transformations, particularly in AI adoption or process modernization at scale.

• Preferred: fluency in AI and hands-on experience with deploying and enhancing AI or automation within a live support setting.

• Preferred: Lean Six Sigma certification or comparable process improvement experience, and/or a background in data science.

• Preferred: experience in banking compliance and fraud management.

• Preferred: experience in building or managing specialist-tier or enterprise escalation teams.

• Preferred: experience in scaling a multi-tenant support operation while headcount grows more slowly than the business.

• Preferred: a proven record of creating feedback loops between support signals and the product roadmap.

• Preferred: experience with workforce planning in call centers and cost-to-serve modeling.

🏝️ Benefits

• Annual cash bonus and eligibility for equity, if applicable.

• Remote work environment.

• Health, dental, and vision insurance, including HSA/FSA/DCA options.

• 401(k) plan.

• Flexible time-off policies and company holidays.

• Additional paid volunteer day.

• Supplemental insurance programs, including voluntary life, accident, critical illness, and pet insurance.

• Employee Assistance Programs (EAP).

• Wellness initiatives.

• Growth and development opportunities.