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Role Description The Vice President of Customer Operations is a full-time, on-site leadership role based in Georgia, United States. This role oversees end-to-end customer operations, including service delivery, support, and satisfaction initiatives across multiple teams and channels. Day-to-day responsibilities include setting operational strategy, establishing performance metrics, and monitoring key indicators to ensure service quality, efficiency, and consistency. The Vice President leads and mentors customer-facing teams, collaborates with cross-functional partners on process improvements, and drives projects that enhance customer experience and retention. The role also involves managing budgets, optimizing resources, implementing best practices, and representing customer operations in executive discussions and strategic planning.
Qualifications
* Strong analytical skills to interpret data, assess performance, and support evidence-based decision-making.
* Proven experience in customer satisfaction and customer service, with a track record of improving customer experience and retention.
* Demonstrated team leadership capabilities, including coaching, performance management, and building high-performing, inclusive teams.
* Solid project management skills to plan, execute, and oversee complex initiatives across customer operations.
* Extensive experience in senior-level operations or customer experience roles, preferably in a growth-oriented organization.
* Excellent communication, negotiation, and stakeholder management skills, with the ability to influence at all organizational levels.
* Comfort with technology, CRM platforms, and customer support tools; experience implementing or optimizing such systems is beneficial.
* Bachelor’s degree in Business, Operations Management, or a related field; an advanced degree (e.g., MBA) is preferred.
* Ability to work on-site in Georgia, United States, and collaborate effectively in a fast-paced, evolving environment.