Senior Vice President, Customer Operations

About the Role

The Senior Vice President of Customer Operations plays a pivotal leadership role on the senior management team, tasked with formulating and executing strategies that enhance customer lifecycle management, service excellence, experience optimization, and overall customer value. The position focuses on elevating customer satisfaction, retention, and lifetime value by implementing standardized, digitalized, and data-informed operational systems.

Key Responsibilities

• Design and align customer operations strategies with overall corporate growth objectives.
• Develop an enterprise-wide customer operations framework and governance.
• Lead the full customer lifecycle management, including acquisition, activation, usage monitoring, renewals, and upselling initiatives.
• Create and manage a Customer Health Score system to guide retention and expansion efforts.
• Oversee customer success and service operations by defining standards for support and service delivery while improving response and escalation procedures.
• Build and refine a customer experience management system by optimizing journey touchpoints and harnessing customer feedback mechanisms like Voice of Customer programs.
• Implement comprehensive data analytics and operational dashboards to evaluate customer behavior, product engagement, and operational effectiveness.
• Collaborate cross-functionally with sales, marketing, product, R&D, finance, and technology teams to facilitate renewals, cross-selling, and revenue growth strategies.
• Advance digital operations through CRM platforms, CDPs, automation tools, AI, and RPA to enhance efficiency and customer service capability.
• Lead and cultivate a global high-performing customer operations and success team, fostering a culture of continuous innovation and customer focus.

Qualifications and Experience

• Bachelor's degree or higher, preferably in Business Administration, Marketing, Operations, or related fields; MBA or master’s degree favorable.
• Minimum 12 years in customer operations, success, or business operations with at least 8 years in senior management roles.
• Experience managing customer operations in large enterprises, multinational companies, or rapidly growing organizations.
• Proficient in CRM systems, digital operations, and customer lifecycle management.
• International customer management and global team leadership experience preferred.

Core Competencies and Skills

• Customer Operations and Lifecycle Management
• Customer Success and Experience Optimization
• Customer Analytics and Voice of Customer (VoC)
• Revenue Growth and Retention Strategies
• CRM and Digital Operations Management
• Process Improvement and Automation Technologies
• Cross-functional Leadership and Strategic Planning
• Performance Metrics including CSAT, NPS, CLV, NRR, and others