What are the responsibilities and job description for the Vice President of Global Operations position at Jobleads-US?
We are Jobleads-US, a leading provider of innovative solutions for nonprofits and social good organizations. Our mission is to empower these organizations to maximize their impact through cutting-edge technology and expert support.
Global Support Transformation Lead
We are seeking an experienced professional to lead our global support operations. As the Vice President of Global Operations, you will be responsible for overseeing the development and implementation of our support strategy, ensuring exceptional customer experience and operational efficiency across all customer segments.
Key Responsibilities
- Develop a Best-in-Class Support Strategy: Create a comprehensive support strategy that aligns with our company's vision and objectives, ensuring exceptional customer experience and operational efficiency across all customer segments.
- Drive AI-Driven Support Transformation: Optimize AI-driven support transformation, leveraging automation, chatbots, and machine learning to improve response times and resolution rates.
- Establish Key Performance Metrics: Establish key performance metrics (KPIs) and continuously refine processes to improve Net Promoter Score (NPS), customer satisfaction (CSAT), and deflection rates.
- Lead a Multi-Tiered Support Structure: Lead a multi-tiered support structure across multiple software products, ensuring consistent support quality across all customer segments.
Requirements
- 15 years of experience in customer support leadership roles, with at least 5 years leading a global support organization in a multi-product SaaS company.
- Proven track record of building and operating large-scale, multi-tiered support organizations.
- Deep experience managing offshore support teams, particularly in the Philippines.
- Expertise in AI-driven support automation and customer experience technology, with an understanding of AI's transformative role in support services.
What We Offer
We offer a comprehensive benefits package, including:
- Up to 15 paid company holidays, including some commemorating social justice events and self-care.
- Health, vision, dental, and life insurance, as well as access to health and wellness programs.
- Opportunities to learn, develop, network, and connect.
