Global VP of AI-Driven Customer Service & Transformation

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

Job summary

John Wiley & Sons, Inc. in New Jersey seeks a Corporate VP, Customer Service to lead a global AI-enabled transformation of our support organization.

You will redefine how we serve customers, scale operations, and partner with Product and Engineering to embed service thinking into every product launch. You will own the service strategy, direct a worldwide workforce and budget, drive Voice of Customer insights, and deliver measurable improvements in CSAT, speed, and cost-to-serve while preserving

Qualifications

• 15+ years in customer service leadership with P&L and vendor management at scale.
• Transformation experience and AI fluency as operating instincts.
• 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).
• Proven ability to partner with Product and Engineering to embed service thinking into product design and launches.
• Strong executive communication with board-level presentations.
• Experience in a highly matrixed organization and cross-functional infrastructure.

Responsibilities

• Build a world-class AI-enabled customer experience organization that is scalable, cost-effective, and trusted by customers.
• Design a global CX model that links AI, humans, vendors, and product teams with clear SLAs and metrics.
• Develop a Voice of Customer capability to translate insights into enterprise value.
• Own performance metrics for customer experience, workforce effectiveness, product performance, and financial health.
• Oversee the department budget, balancing AI investment with service quality and cost efficiency.

Skills

Senior leadership

AI fluency

Transformation leadership

AI-enabled service

Product & Engineering partnership

Executive communication

Matrixed organization

Tools

SAP

Salesforce Service Cloud

Job description

John Wiley & Sons, Inc. in New Jersey seeks a Corporate VP, Customer Service to lead a global AI-enabled transformation of our support organization.

You will redefine how we serve customers, scale operations, and partner with Product and Engineering to embed service thinking into every product launch. You will own the service strategy, direct a worldwide workforce and budget, drive Voice of Customer insights, and deliver measurable improvements in CSAT, speed, and cost-to-serve while preserving