Chief AI-Driven Customer Service Leader

Wiley; Hoboken (NJ); On-site; USD 219,000 - 329,000; Full time

Job summary

Wiley is seeking a Senior enterprise leader to redefine how we serve, retain, and grow customers globally. You will lead a modern, AI-enabled customer service function, shaping strategy, talent, and partnerships to deliver trusted service, strong metrics, and scalable growth.

Reporting to the executive team, you will own service strategy, run a global workforce, and drive a transformative operating model that balances speed, quality, and cost, while embedding customer outcomes at every product

Qualifications

• 15+ years in customer service/customer experience leadership with P&L and vendor-management accountability at scale.
• Genuine transformation and AI fluency as operating instincts.
• Experience leading a function through an operating-model transformation.
• Hands-on familiarity with AI-enabled service technology (agentic/virtual agents, AI governance, human-in-the-loop).
• Proven ability to partner with Product and Engineering to embed service thinking into product design.

Responsibilities

• Build and own a world-class, AI-enabled customer experience organization.
• Design a global customer experience model connecting AI, agents, vendors, and product teams.
• Establish a Voice of Customer intelligence capability with CSAT/NPS/CES and verbatims.
• Own performance metrics for customer experience, workforce effectiveness, product performance, and financial health.
• Manage departmental budget with sustainable cost improvements and AI investments.

Skills

Customer leadership

AI fluency

Transformation leadership

Executive communications

Vendor management

Tools

SAP

Salesforce Service Cloud

Job description

Wiley is seeking a Senior enterprise leader to redefine how we serve, retain, and grow customers globally. You will lead a modern, AI-enabled customer service function, shaping strategy, talent, and partnerships to deliver trusted service, strong metrics, and scalable growth.

Reporting to the executive team, you will own service strategy, run a global workforce, and drive a transformative operating model that balances speed, quality, and cost, while embedding customer outcomes at every product