Vice President Global Customer Operations

DSJ Global is currently partnered with a rapidly-growing leader in the IoT space looking to bring on a Vice President of Global Customer Operations.

The VP of Customer Operations will be part of our client’s Executive Leadership Team (ELT) and report directly to the CEO. This individual will be responsible for shaping and leading the global B2B customer care and supply chain operations to support a fast-growing, privately held, mid-sized IoT company that offers hardware and software products.

In this role, the VP of Customer Operations will oversee customer care, supply chain, and customer program management teams, ensuring a top-tier customer experience across all touchpoints. As the global expert and leader, they will drive initiatives that impact customer operations throughout the organization.

Key Responsibilities:

• Lead a team of 65 full-time employees across three countries, covering global functions such as customer support, key account management, customer program management, technical support, field service/installation, and supply chain.
• Lead the global customer care organization, focusing on standardizing and evolving service processes.
• Develop and drive global customer service initiatives designed to support the scaling of hardware and software markets.
• Identify opportunities to enhance the 24/7 service organization to ensure high-quality, customer-first support across regions.
• Expand and refine metrics that track and measure the effectiveness of customer-facing teams, ensuring exceptional service delivery.
• Build and scale a team focused on delivering client success for IoT hardware and software solutions.
• Collaborate closely with product and sales teams to drive the revenue potential of the client’s service offerings and operations.
• Act as a strategic thought leader, shaping and implementing strategies to boost customer satisfaction and operational excellence.
• Work with sales and marketing leadership to develop tools and resources that enable the sales team to drive service revenue growth.
• Oversee the development and execution of supply chain strategies, ensuring alignment with business objectives and optimizing both sales and working capital.
• Lead and grow the customer program management team, ensuring successful implementation of customer-centric programs for key strategic accounts.

Required Qualifications:

• A bachelor’s degree in business administration, finance, engineering, supply chain or a related field.
• At least 12 years of professional experience, including 7 years in global B2B customer service and supply chain leadership roles, managing people and processes across remote international teams.
• Experience building and scaling the monetization of global service models.
• Expertise in 24/7 global customer service for hardware and software products, including field installation and account management.
• In-depth knowledge of B2B hardware and software service models.
• Proven ability to optimize operational processes for maximum efficiency and productivity.
• Strong track record in creating and implementing new processes and structures that drive speed, efficiency, and adaptability to evolving business needs.
• Ability to collaborate effectively with stakeholders at all levels within the organization.
• Experience leading global teams, offering constructive feedback and direction to internal and external team members.
• Strong attention to detail, with a focus on follow-through and accountability.
• Demonstrated ability to manage multiple priorities with urgency, energy, and a results-driven approach.
• A history of successfully driving change that positively impacts company performance.
• Willingness to travel up to 25% to visit suppliers, sales offices, and warehouses.
• Exceptional executive presence and communication skills, both verbal and written.