Global VP, Customer Care: AI-Driven Multi-Channel Ops

Arrive; Greater London; Hybrid; GBP 180,000 - 240,000; Full time

Job summary

Arrive in London seeks a transformational VP, Global Customer Care to lead a multi-channel, globally distributed operation. You will drive AI-augmented, digital-first service while partnering with C-suite and cross-functional teams to shape tomorrow’s customer engagement.

The role requires building inclusive, high-trust cultures across borders and time zones, with a focus on operational rigor and executive presence. Hybrid work with travel expectations included.

Qualifications

• 10+ years of contact center leadership experience.
• 5+ years managing 200+ agents across internal, offshore, and outsourced models.
• Track record of large-scale transformations including AI deployments.
• P&L ownership and strong financial acumen.
• Experience leading remote, multi-country, cross-cultural teams.
• MBA or advanced degree preferred; process improvement certifications a plus.

Responsibilities

• Own end-to-end performance across all contact routes and delivery partners.
• Drive KPI excellence across CSAT, FCR, AHT, SLA adherence and costs.
• Lead capacity planning, forecasting, and workforce management.
• Define and execute a multi-year contact center strategy aligned with growth.
• Partner with Product and Technology to build next-gen engagement capabilities.
• Act as the executive voice of the customer to inform product and ops improvements.

Skills

Contact center leadership

Strategic leadership

AI deployments

Multi-time-zone teams

Executive communication

Education

MBA or advanced degree

Tools

Zendesk

Genesys

Amazon Connect

Google CCAI

Five9

Job description

Arrive in London seeks a transformational VP, Global Customer Care to lead a multi-channel, globally distributed operation. You will drive AI-augmented, digital-first service while partnering with C-suite and cross-functional teams to shape tomorrow’s customer engagement.

The role requires building inclusive, high-trust cultures across borders and time zones, with a focus on operational rigor and executive presence. Hybrid work with travel expectations included.