Global Head of Customer Service & Operations

Socket.dev; Irvine (CA); On-site; USD 160,000 - 200,000; Full time

Job summary

Socket.dev in Irvine, CA seeks a Vice President of Customer Service to own strategy, operations, budget, and results for an on‑site, high‑volume CS organization. You will lead a multi‑country BPO network and drive service levels, quality, and cost‑to‑serve while shaping client experiences.

The role requires 12+ years in customer service leadership, executive presence, and budget ownership, with a focus on regulated, documentation‑heavy environments. MBA preferred.

Qualifications

• 12+ years in customer service, contact‑center, or client‑operations leadership.
• Experience leading onsite teams and multi-country BPO/nearshore partners.
• Proven KPI ownership and department budgeting in regulated environments.
• Strong workforce management, QA design, and escalation processes.
• Vendor management with time zones and data security considerations.
• Executive presence and cross‑functional collaboration with Sales/Operations/Finance.

Responsibilities

• Own end‑to‑end customer service operations for high‑volume clients.
• Lead onsite CS leadership and manage multi‑country BPO partners.
• Set operating model for coverage, routing, surge, and continuity.
• Manage CS metrics: SLA, handle time, first contact resolution, CSAT.
• Oversee QA, calibration, coaching, and documentation standards.
• Administer CS budget including labor, outsourcing, tools, and overhead.
• Lead vendor contracts, SLAs, data security, and corrective actions.
• Staffing and performance management across the CS network.

Skills

Leadership

Budget management

Vendor management

Quality assurance

Workforce management

Executive presence

Education

Bachelor's degree

MBA or equivalent

Tools

CCaaS

CRM

QA systems

Job description

Socket.dev in Irvine, CA seeks a Vice President of Customer Service to own strategy, operations, budget, and results for an on‑site, high‑volume CS organization. You will lead a multi‑country BPO network and drive service levels, quality, and cost‑to‑serve while shaping client experiences.

The role requires 12+ years in customer service leadership, executive presence, and budget ownership, with a focus on regulated, documentation‑heavy environments. MBA preferred.