Global Head of AI-Driven Customer Services Transformation

Splash; Tysons (VA); On-site; USD 190,000 - 260,000; Full time

Job summary

Cvent is seeking a Vice President/Senior Director to shape and lead its global Customer Services organization. Reporting to the Chief Customer Officer, you will partner across revenue, product, and technology to transform how AI, human expertise, and digital experiences drive customer outcomes.

You will redesign operating models, lead transformation programs across teams, and ensure value realization during and after M&A activity. This is a high-impact, globally distributed leadership role.

Qualifications

• 12+ years of progressive leadership in global SaaS or technology.
• Experience leading large, globally distributed organizations with revenue responsibility.
• Strong knowledge of post-sales SaaS functions and related workforce planning.
• Deep understanding of AI, generative AI, and automation within operating models.
• Bachelor’s degree; advanced degree preferred.

Responsibilities

• Define and execute the global organization’s long-term strategy and operating model with the leadership team.
• Turn priorities into transformation roadmaps, capabilities, and measurable outcomes.
• Evolve processes, analytics, planning, and management mechanisms for visible outcomes.
• Lead the Customer Services AI, automation, and agentic transformation agenda.
• Define the right mix of human-led, digital, self-service, and agent-led interactions.
• Partner with Product and Technology on scalable AI and platform capabilities.

Skills

Strategic leadership

Global operations

SaaS post-sales

AI & automation

M&A integration

Executive communication

Education

Bachelor’s degree

Advanced degree preferred

Job description

Cvent is seeking a Vice President/Senior Director to shape and lead its global Customer Services organization. Reporting to the Chief Customer Officer, you will partner across revenue, product, and technology to transform how AI, human expertise, and digital experiences drive customer outcomes.

You will redesign operating models, lead transformation programs across teams, and ensure value realization during and after M&A activity. This is a high-impact, globally distributed leadership role.