What are the responsibilities and job description for the Vice President, Customer Service Sales Operations position at Fender?
We are searching for a VP, Customer Service and Sales Operations based in Scottsdale, AZ. This role will create, own and drive our goal of providing effortless customer experience with our consumers and our network of dealers while fueling increased sales. Essential Functions : Develop and execute the customer service and sales operations strategy aligned with business goals, focusing on digital transformation and AI adoption.Drive initiatives to improve customer satisfaction, retention, and loyalty through innovative use of technology.Lead the evaluation, selection, and implementation of AI tools to enhance customer service and streamline sales operations.Partner with IT, marketing, and product teams to ensure technology implementations align with broader business objectives.Ensure ethical AI practices and data privacy compliance across all customer interactions.Identify opportunities to automate repetitive tasks, improve response times, and personalize customer interactions using AI-driven solutions.Oversee optimizing sales processes, order management, and post-sale support to improve efficiency and scalability.Develop and monitor key performance indicators (KPIs) to measure the success of customer service and operations initiatives.Ensure robust training programs for staff on new tools and systemsAdditional duties as assigned Qualifications : Bachelor’s degree in Business Administration, Operations Management, Information Systems, or a related field (MBA or equivalent advanced degree preferred).10 years of experience leading customer service, sales operations, or related functions, with at least 5 years in senior leadership roles.Proven track record of successfully implementing AI-driven solutions and digital transformation initiatives within customer service or sales operationsExcellent communication and interpersonal skills with the ability to build long-lasting and effective business relationshipsStrong background in process improvement and change management methodologiesSignificant experience in managing and directing remote teams
