Chief AI-Driven Customer Service Officer

1001 John Wiley & Sons, Inc.; Hoboken (NJ); On-site; USD 219,000 - 329,000; Full time

Job summary

John Wiley & Sons, Inc. in Hoboken, NJ, seeks a Corporate VP of Customer Service to lead a global, AI-enabled transformation of our service model.

You will drive a world-class, proactive customer experience, align SLAs, and partner with Product, Engineering, and Finance to improve retention and commercial insight. This senior role oversees budgeting, governance, and a strategy to scale AI-driven support while maintaining high quality and trusted service.

Qualifications

• 15+ years in customer service leadership with direct P&L and vendor-management accountability at scale.
• Genuine transformation and AI fluency as operating instincts, with the judgment to make strategic trade-offs in a transformation environment.
• Demonstrated experience leading a function through an operating-model transformation.
• Hands-on familiarity with AI-enabled service tech (agentic/virtual agents, AI governance, human-in-the-loop design).
• Successful track record partnering with Product and Engineering to embed service thinking into product design and launches.
• Strong executive communication with board-level presentation experience.
• Experience in highly matrixed organizations and building shared infrastructure with adjacent functions.
• Desirable experience in publishing/information services/subscription industries.
• ERP/CRM modernization experience (SAP, Salesforce Service Cloud or equivalent).
• Experience standing up or governing agentic/AI-driven service capabilities with or without a vendor.

Responsibilities

• Build and own a world-class customer experience organization that is AI-enabled, scalable, cost-effective, and trusted by customers.
• Use AI and automation to resolve routine needs quickly while focusing human expertise on complex moments involving judgment, empathy, or commercial nuance.
• Design and establish a consistent global customer experience model that connects AI, human agents, vendors, and product teams.
• Ensure service is designed into product launches, scaled through automation, and governed by clear SLAs and quality standards.
• Develop Voice of Customer intelligence capabilities with CSAT/NPS/CES insights and drive actions.
• Own performance metrics providing visibility into customer experience, workforce effectiveness, product performance, and financial health.

Skills

P&L accountability

Vendor management

AI fluency

Executive communication

Transformation leadership

Tools

SAP

Salesforce Service Cloud

ERP modernization

Job description

John Wiley & Sons, Inc. in Hoboken, NJ, seeks a Corporate VP of Customer Service to lead a global, AI-enabled transformation of our service model.

You will drive a world-class, proactive customer experience, align SLAs, and partner with Product, Engineering, and Finance to improve retention and commercial insight. This senior role oversees budgeting, governance, and a strategy to scale AI-driven support while maintaining high quality and trusted service.