Vice President, Customer Support Strategy & Transformation

ABC Fitness

Base: $200,000.00 - $220,000.00 cad/usd annually; ...
Fully remote
15-20+ years customer support experience
Lead ai adoption roadmap execution
Global contact center operations management
ABC Fitness is seeking a Vice President of Customer Support Strategy & Transformation, responsible for leading the evolution of their global support organization with a focus on AI integration. The role emphasizes strategic leadership, operational efficiency, and collaboration across departments to enhance customer experience

Job Summary

  • This role drives the strategic evolution of a global support organization by embedding AI-enabled capabilities to improve customer experience and operational efficiency.
  • The successful candidate will partner with the SVP to define long-term strategy, lead AI adoption roadmaps, and ensure responsible use of AI across all support workflows.
  • ABC Fitness offers a values-focused culture with open PTO, parental leave, fitness reimbursements, and premium mental health benefits as part of their comprehensive compensation package.

Matching Summary

Match Score: 85

ABC Fitness is seeking a Vice President of Customer Support Strategy & Transformation, responsible for leading the evolution of their global support organization with a focus on AI integration. The role emphasizes strategic leadership, operational efficiency, and collaboration across departments to enhance customer experience.

Salary

Base: $200,000.00 - $220,000.00 CAD/USD annually; Bonus/Equity: Eligible for bonuses and commissions; Benefits: Open PTO, Days of Disconnect, Parental & Pawternity Leave, Medical/Dental/Vision, Calm App subscription

Skills & Requirements

Must-have

  • 15-20+ years Customer Support experience
  • Lead AI adoption roadmap execution
  • Global contact center operations management
  • Cross-functional executive stakeholder influence
  • Define operational metrics for CX and efficiency

Nice-to-have

  • Experience with Genesys or NICE platforms
  • Leadership in 24/7 global support environments
  • Background in large-scale modernization programs
  • Integration of conversational AI capabilities

Key Requirements

  • 15-20+ years progressive leadership experience
  • Proven track record in large-scale transformation initiatives
  • Strong operational foundation in multi-channel support models

Work Rights

Not specified

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