Corporate VP, Customer Service

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

We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large.

Corporate VP, Customer Service Overview

This is a senior enterprise leadership opportunity to redefine how Wiley serves, retains, and grows customers globally. The successful leader will shape a modern service model that improves customer trust, accelerates resolution, strengthens commercial insight, and advances Wiley’s AI-enabled operating model at scale. Lead Wiley’s Customer Service organization through a strategic transformation from a cost-managed support function into an AI-enabled, proactive service capability that improves customer experience, strengthens operational performance, and creates differentiated value for the business.

Key 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 and consistently, while focusing human expertise on moments that require judgment, empathy, escalation, or commercial nuance across customer care, technical/product support, order processing, invoicing/billing, and customer intelligence.
• 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, strengthened through product management partnership, and governed through clear SLAs, quality standards, and customer outcome metrics.
• Build and deliver a reliable Voice of Customer intelligence capability that routes service insights such as CSAT/NPS/CES with verbatims, repeat contact rate, escalation themes, sentiment trend, and self-service deflection failures, to the functions that can turn them into enterprise value.
• Own performance metrics that provide clear visibility into customer experience, workforce effectiveness, product performance, and financial health, enabling trusted operating reviews and business performance decisions.
• Own the departmental budget, delivering sustainable year-over-year cost improvements, audit/SOX compliance, and disciplined investment in AI-enabled capabilities without compromising customer quality or service reliability.

Required Experience & Qualifications

• Essential 15+ years in customer service/customer experience leadership, including direct P&L and vendor-management accountability at scale.
• Genuine transformation and AI fluency as operating instincts, with the judgment and conviction to make strategic trade-offs in a transformation environment.
• Demonstrated experience leading a function through an operating-model transformation.
• Working fluency and hands-on familiarity with AI-enabled service technology (e.g. agentic/virtual agents, AI governance frameworks, human-in-the-loop design).
• Successful track record of partnering with Product and Engineering teams to embed service/support thinking into product design and launch.
• Strong executive communicator with demonstrated experience presenting to executive and board levels with clarity and candor.
• Comfortable working in a highly matrixed organization and able to build shared infrastructure with adjacent functions.
• Desirable Experience in publishing, information services, or subscription-based industries.
• Prior ERP/CRM modernization experience (SAP, Salesforce Service Cloud, or equivalent).
• Experience specifically standing up or governing agentic/AI-driven service capabilities with and without a vendor.

Success Metrics

Year 1 AI-enabled service operating as credible Tier 1/2 support, improving speed, consistency, and resolution quality while concentrating human expertise on Tier 2/3 complexity. Customer service strategy and support requirements embedded in flagship products at launch, improving adoption, customer experience, and service readiness rather than being retrofitted after release. Voice of Customer intelligence actively supports renewals, identifies friction points, and generates qualified upsell/cross-sell insights for Sales, Marketing, and Product partners. A trusted performance model is live and driving decisions, with clear visibility into customer satisfaction, resolution performance, quality, cost-to-serve, and human-vs-AI effectiveness. Total organizational cost run-rate is at or below end-state targets, with AI investment managed as a deliberate trade-off against savings, service quality, and long-term scalability.

We power infinite possibilities. For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing—creating impact that reaches everywhere. We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives. Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact [e-mail] for assistance.

We are proud that our workplace promotes continual learning and internal mobility. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow.

We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package.

The range below represents Wiley's good faith and reasonable estimate of the base pay for this role at the time of posting roles in the United Kingdom, Canada, USA, Austria, Czechia, Denmark, France, Greece, Italy, Netherlands, Romania or Spain. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies.

Salary Range: 218,900.00 USD to 328,566.66 USD #LI-JL1