Vice President, Customer Service

Description

The IRONMAN Group operates a global portfolio of events that includes the IRONMAN® Triathlon Series, the IRONMAN® 70.3® Triathlon Series, 5150™ Triathlon Series, the Rock ‘n’ Roll® Running Series, IRONKIDS®, World Triathlon Championship Series, Epic Series™ mountain bike races including the Absa Cape Epic®, road cycling events including UTMB®, and other multisport races.

The IRONMAN Group is the largest operator of mass participation sports in the world and provides more than a million participants annually with the benefits of endurance sports through the company’s vast offerings. Since the inception of the iconic IRONMAN® brand and its first event in 1978, athletes have proven that ANYTHING IS POSSIBLE® by crossing finish lines around the world. Beginning as a single race, The IRONMAN Group has grown to become a global sensation with hundreds of events across 55 countries. For more information about The IRONMAN Group visit: www.ironman.com. 

At The IRONMAN Group, our mission is to celebrate the power of the human spirit, fulfill dreams and uplift communities by organizing world-class events and extraordinary VIP athletic experiences, globally. We accomplish this through our amazing staff across the globe who are committed to our core values - Heart, Excellence, Ambition, Respect and Teamwork (HEART).

The Opportunity: 

We are seeking a visionary and passionate Vice President to lead our customer service operations globally, including a diverse team of dedicated professionals who serve our mission and the needs of our athletes across the world. This new leadership role will report directly to the COO, with the mandate to transform and elevate how we serve our athletes across all brands and the full range of Customer Service touchpoints. You will be a champion of athlete-centricity, spearheading an organizational transformation and cultural shift prioritizing exceptional customer service and engagement at every stage of the athlete journey. 

Role Summary: 

• Lead the Athlete’s Customer Service Journey: Design and implement a global strategy that aligns with our business objectives and exceeds the evolving expectations of our athletes. Build new capabilities, optimize service delivery, and leverage technology to create seamless and personalized experiences. 
• Build and Lead a Winning Team. Lead a diverse and global team of dedicated professionals to raise the bar and elevate standards of performance. Be a champion of transformation, building and aligning the team to a strategy of Customer Service excellence that motivates and develops top talent, reinforces a winning culture, optimizes global and regional structures, and delivers results. 
• Cultivate a Culture of Athlete-Centricity: Inspire and empower a global team of dedicated professionals to deliver      exceptional customer service that embodies the spirit of The IRONMAN Group. Foster a collaborative environment where every customer interaction reinforces our commitment to our athletes. 
• Drive Customer Service Excellence: Streamline processes, implement innovative tools and technologies, and establish global standards that ensure consistent, high-quality service delivery across all regions and brands. 
• Be the Voice of the Athlete: Act as a passionate advocate for our  athletes, ensuring their needs and expectations are at the forefront of our decision-making. Collaborate closely with key stakeholders across the organization to create a unified and exceptional athlete journey. 
• Unlock Data-Driven Insights: Leverage data analytics to measure key performance indicators (KPIs) across all athlete Customer Service platforms and touchpoints  Translate insights into actionable strategies for continuous improvement and innovation. 

Requirements

Requirements: 

• A Passionate Leader: You are an inspiring leader with a proven track record of building and motivating high-performing teams in a fast-paced, global environment. You possess exceptional communication, interpersonal, and relationship-building skills. 
• A Strategic Thinker: You have a strong analytical mindset and the ability to translate data into actionable insights. You are adept at developing and executing strategic plans, adapting quickly to market trends and evolving business needs. 
• An Experienced Customer Experience Champion: You bring 10-15 years of experience in a senior customer service leadership role, ideally within a global organization with a strong consumer focus (e.g., hospitality, entertainment, travel). 
• A Global Citizen: You have a deep understanding of diverse cultures and are comfortable navigating the complexities of      operating in a global marketplace. 
• An Advocate for Excellence: You are driven by a relentless pursuit of excellence and possess a keen eye for identifying opportunities to enhance efficiency, effectiveness, and athlete satisfaction. 
• A Sports Enthusiast: You have a passion for sports and an understanding of the athlete mindset. 

Top of Mind Considerations: 

• Technology and Innovation: The ideal candidate will have experience leveraging technology (e.g., CRM systems, AI and machine learning tools, personalization platforms) to enhance athlete Customer Service experience and drive efficiency. 
• Scalability and Growth: The ability to design and implement scalable solutions that can accommodate the continued growth of The IRONMAN Group is essential. 
• Change Management: This role will require strong change management skills to effectively lead the transformation of our athlete Customer Service experience. 

The above declarations are not intended to be an “all inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and are a reasonable representation of its activities.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.