Vice President, Customer Support Strategy & Transformation

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Vice President, Customer Support Strategy & Transformation in Canada.

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.

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.