Vice President, Customer Support Strategy & Transformation

Vice President, Customer Support Strategy & Transformation

This is a senior strategic leadership role responsible for transforming global customer support operations by embedding AI-enabled capabilities to drive efficiency, enhance agent effectiveness, and elevate the overall customer experience. The Vice President will define and execute long-term strategies, lead large-scale transformation initiatives, and partner with cross-functional teams to ensure seamless execution and measurable outcomes. This position combines operational rigor with forward-looking innovation, offering the opportunity to influence organizational strategy, implement AI-driven workflows, and foster a high-performance, customer-centric culture. The role is ideal for an experienced leader with a track record of driving operational modernization, scaling support organizations, and leveraging technology to create measurable business impact.

Accountabilities:

• Partner with executive leadership to define and implement a long-term strategy for a modern, AI-enabled customer support organization.
• Lead the development and execution of an AI adoption roadmap across self-service, agent assist, and support workflows.
• Translate customer experience and operational goals into prioritized transformation initiatives, ensuring alignment with business objectives.
• Serve as executive sponsor for AI-driven initiatives, driving cross-functional execution and organizational adoption.
• Establish metrics and operating rhythms to measure the impact of AI on customer experience, operational efficiency, and service quality.
• Lead global support transformation across call centers and digital channels, including organizational change management, workflow redesign, and agent enablement.
• Partner with Technology, Data, Product, and Compliance teams to deliver scalable, ethical, and compliant AI solutions.
• Influence vendor strategy and technology investment decisions related to contact center and AI platforms.

Requirements:

• 15–20+ years of progressive experience in Customer Support, Customer Operations, or related functions, including senior leadership experience in complex environments.
• Proven ability to lead large-scale transformation initiatives, including AI, automation, or operational modernization programs.
• Strong operational expertise in contact centers or multi-channel support models, with experience implementing AI and advanced technologies.
• Ability to operate at both strategic and execution levels, translating vision into measurable outcomes.
• Demonstrated success in cross-functional leadership, driving organizational change, and achieving operational goals.
• Executive presence with the ability to influence senior stakeholders and align teams on strategic objectives.
• Experience defining, tracking, and improving operational metrics tied to customer experience and efficiency.
• Preferred: experience with modern contact center platforms (Genesys, NICE, Amazon Connect), global/24/7 support environments, and integration of AI capabilities into support workflows.

Benefits:

• Competitive salary range: $200,000 – $220,000 CAD annually.
• Flexible PTO and quarterly "Days of Disconnect" for rest and rejuvenation.
• Parental and pet-friendly leave policies.
• Comprehensive medical, dental, and vision coverage.
• Employee Assistance Program (EAP) and Calm App subscription for personal well-being.
• Quarterly fitness reimbursements to support your health journey.
• Opportunities to lead transformative initiatives in a purpose-driven, inclusive culture.
• Additional perks, professional development opportunities, and access to global support communities.