VP, Digital Experience & AI Service Operations

Role overview

Lead the strategy and operations of a digital support organization serving financial institutions and their end users across phone, email, secure messaging, and chat. The mandate includes scaling a hybrid human and AI service model: routine needs should be handled efficiently while complex cases receive knowledgeable, relationship-focused support. The role owns service quality, operating costs, organizational development, and opportunities for new client services.

Responsibilities - Set and deliver a multi-year support strategy, operating model, service architecture, and AI roadmap. - Lead and develop the support organization, building management capacity and guiding teams through operational change. - Own service economics, including cost per resolution, cost to serve, and capacity, and present trade-offs and results to executives. - Improve workflows, automation, and knowledge content so AI agents can resolve appropriate requests and route others effectively. - Partner with product, engineering, client, risk, compliance, and fraud teams to shape the experience and meet financial services obligations. - Identify potential service offerings, assess their business case, and develop opportunities for client value and revenue.

Requirements - At least 10 years of progressive customer support management experience, including five or more years in SaaS. - Five to seven years leading contact center operations, with direct people management, plus at least five years managing remote teams. - Experience scaling support or customer experience organizations of 50 or more people, ideally in banking, financial services, or fintech. - Experience with contact center platforms and support channels such as voice, chat, chatbot, and email, as well as system integration, IVR/IVA, and SIP/VoIP. - Ability to develop service growth opportunities and business cases, and to balance service quality, operating cost, and growth. - General understanding of AI-enabled support, escalation to human agents, and the role of high-quality knowledge content; a degree in business or a technical field, or equivalent experience.

Benefits and work setup

Remote U.S.-based work, with travel for client engagements, partner meetings, and team gatherings. The listed base salary range is $145,000–$160,000, with potential bonus and equity eligibility. Benefits include health, dental, and vision insurance, a 401(k), flexible time off, company holidays, a paid volunteer day, wellness and assistance programs, and development opportunities.