Vice President of Service Excellence

Role Overview

The Vice President of Service Excellence is a senior leadership role responsible for crafting and guiding the overall service excellence strategy across the organization to ensure outstanding customer experiences. This position drives service standards globally, enhances operational efficiency, strengthens client loyalty, and guarantees superior service quality during the entire customer lifecycle.

Collaborating with key executives including the Chief Customer Officer, Chief Operating Officer, Chief Executive Officer, Chief Experience Officer, Chief Commercial Officer, and Chief Technology Officer, the VP fosters a culture centered on service excellence that supports sustainable growth and enduring customer value.

Key Responsibilities

• Develop and implement company-wide service excellence strategies aligned with corporate goals and customer experience objectives.
• Create frameworks and governance models setting service standards across worldwide operations.
• Promote a customer-first culture emphasizing quality, consistency, responsiveness, and ongoing improvement.
• Lead initiatives to boost customer satisfaction, loyalty, retention, and lifetime value through optimized customer journey strategies.
• Collaborate with teams in Customer Experience, Success, Support, and Operations to ensure seamless service delivery.
• Manage executive-level customer engagement and service recovery efforts.
• Establish enterprise-wide service quality standards, operating protocols, and best practices.
• Drive continuous improvement initiatives leveraging Lean, Six Sigma, ITIL, Agile methodologies.
• Standardize service delivery across various business units and regions to enhance efficiency and scalability.
• Design and maintain dashboards tracking critical metrics such as CSAT, Net Promoter Score, Customer Effort Score, SLA compliance, response times, and operational effectiveness.
• Utilize AI, predictive analytics, automation, and business intelligence tools to elevate service performance.
• Monitor service trends and execute corrective actions to meet operational goals.
• Partner with Product Management, Technology, Sales, and Marketing to advance customer outcomes and lead digital service innovations including AI-powered support and omnichannel engagement.
• Ensure adherence to service-level agreements, contracts, and regulatory requirements through effective governance and risk management.
• Lead business continuity planning to maintain reliable customer service operations.
• Direct and develop multiple leadership teams across service functions including customer experience, service quality, contact centers, operations, and continuous improvement.
• Manage budgets, technology investments, consulting engagements, and customer experience programs.
• Present service performance insights and strategic plans to executive leadership and the Board of Directors.

Candidate Qualifications

• Bachelor's degree in Business Administration, Operations Management, Customer Experience, Marketing, Information Systems, or related disciplines.
• Advanced degrees such as MBA or Master's preferred.
• Certifications like ITIL, Lean Six Sigma Black Belt, Customer Experience certifications, PMP, Agile, or equivalents are advantageous.
• 12 to 18+ years of progressive leadership in customer experience, customer success, service operations, service delivery, or operational excellence roles.
• Demonstrated track record in leading enterprise-wide service transformation and enhancing customer experience efforts.
• Strong capabilities in service quality management, customer lifecycle oversight, digital transformation, and executive leadership.
• Excellent communication, strategic planning, stakeholder engagement, and organizational leadership skills.

Core Competencies

• Service excellence implementation
• Customer experience optimization
• Customer success management
• Service quality assurance
• Operational excellence and continuous improvement
• Customer journey mapping and optimization
• Service performance analytics
• Digital transformation in service delivery
• Senior executive leadership and team development