Global VP, AI-Driven Customer Experience

Wiley

United States

On-site

USD 219,000 - 329,000

Full time

8 days ago

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Job summary

Wiley is seeking a visionary Corporate VP, Customer Service to redefine how we serve customers worldwide. This senior leader will transform the support function into an AI-enabled, proactive service capability that enhances customer trust, accelerates issue resolution, and delivers measurable business value.

The role reports to the EVP, Technology and Operations and requires leading a global workforce and vendor partners.

Qualifications

15+ years in customer service leadership with P&L and vendor-management accountability.
AI fluency and demonstrated ability to lead transformation.
Experience leading a function through an operating-model transformation.
Hands-on familiarity with AI-enabled service technology and governance.
Proven collaboration with Product and Engineering to embed service thinking.

Responsibilities

Build an AI-enabled, scalable customer experience organization that is trusted by customers and uses AI to resolve routine needs.
Design a global CX model connecting AI, human agents, vendors, and product teams.
Develop a Voice of Customer intelligence capability feeding CSAT/NPS with actionable insights.
Own performance metrics for CX, workforce, product, and financial health.
Oversee budget, cost improvements, and disciplined AI investment without compromising service.