This role drives the strategic evolution of a global support organization by embedding AI-enabled capabilities to improve customer experience and operational efficiency
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 technology across all channels.
ABC Fitness offers a values-focused culture with benefits including open PTO, collective days of disconnect, parental leave, and fitness reimbursements.
Matching Summary
This role drives the strategic evolution of a global support organization by embedding AI-enabled capabilities to improve customer experience and operational efficiency.
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 leadership
AI adoption roadmap execution
Global contact center operations management
Cross-functional executive stakeholder influence
Organizational change management expertise
Nice-to-have
Experience with Genesys or NICE platforms
Background in 24/7 global support environments
Exposure to conversational AI integration
Prior large-scale modernization programs
Key Requirements
15-20+ years progressive experience in Customer Support
Proven track record leading large-scale transformation initiatives
Strong operational foundation in complex multi-channel support models