Vice President of Customer Care and Support

About the Role

We are seeking a seasoned Vice President to lead the Customer Care and Support function for a dynamic, multi-product tech-forward company. Reporting directly to the CFO/COO, this leadership position manages a team of over 100 agents and operations staff, including internal and outsourced members. The role entails defining the support strategy, designing the operating model, policies, and team structure to deliver exceptional customer experiences aligned with the company's long-term vision.

Key Responsibilities

• Develop and implement a comprehensive support strategy and operating framework across all company products, ensuring appropriate staffing, structure, and initiatives to decrease incidents.
• Create an integrated operating model combining AI and human agents to optimize agent focus on meaningful customer interactions by reducing time spent on low-value tickets.
• Establish and enforce effective internal and customer-facing support policies, manage support channels, set SLAs, and collaborate cross-functionally to enact improvements.
• Engage as a strategic partner with Fulfillment, Operations Engineering, and Business Operations teams responsible for support tools and AI systems, influencing solutions rather than just executing them.
• Act as the customer advocate within cross-department forums, coordinating with Marketing to maintain consistent brand messaging across social and support platforms.
• Continuously assess and adapt the organization's structure to incorporate analytics and operations capabilities as the customer experience evolves.

Required Qualifications

• Proven experience managing customer support functions in complex, multi-product consumer companies with expanding service scopes.
• Executive-level leadership with full accountability for support strategy and outcomes, having served as a VP or equivalent.
• Demonstrated success in evolving and scaling a support organization, including rebuilding teams and processes as needed.
• Expertise in contemporary support tools and AI technologies, with a clear vision of industry trends and benchmarks for excellence in customer support.
• Extensive experience leading managers through multiple performance cycles and organizational changes.
• Ability to assess support economics from a return-on-investment perspective, advocating for resource allocation that enhances customer experience while optimizing efficiency.
• Comfort and experience in owning customer-facing policies, using internal data and external benchmarks to propose policy enhancements in collaboration with Commercial, Supply Chain, and Finance teams.
• Skilled in managing complex SLAs and queue dynamics associated with diverse consumer offerings.
• Proactive adoption and integration of AI tools to improve work quality and speed, with continuous curiosity for emerging technologies.

Preferred Qualifications

• Background in consumer health or other regulated sectors prioritizing consumer privacy within support services is advantageous.

Compensation and Benefits

The starting salary ranges from $244,352 to $293,239 annually, complemented by a 35% annual bonus and competitive equity awards. Salary will reflect location, experience, and qualifications, with subsequent increases based on performance and role growth.

Benefits include company-sponsored medical, dental, and vision insurance; retirement savings plans with matching; flexible spending accounts; competitive paid parental leave; paid time off; a company-wide winter holiday week; remote work stipends; and perks promoting physical, mental, emotional well-being, parenting support, childcare, and financial planning.

About the Company

This organization is a leading platform serving expectant and new families, attracting over 10 million annual customers. It has grown from a universal registry into a broad ecosystem encompassing commerce, health, finance, showrooms, and content, driving significant revenue and establishing a trusted generational brand in baby and children's markets.

Work Culture and Environment

• Operate in a remote-first model across the U.S. and Canada, emphasizing agility, intelligence, and AI integration in daily workflows.
• Biannual in-person gatherings to foster strong team relationships.
• A culture valuing focused work, intentional breaks, and high-quality management.
• Access to advanced AI tools from day one to streamline routine tasks and empower decision-making.
• Commitment to diversity, equity, and inclusion in hiring and workplace practices.