Vice President, Global Customer Experience & AI-Powered Support

Ladders; New York (NY); Hybrid; USD 289,000 - 433,000; Full time

Benefits offered by this job

Hybrid global work environment with旅行

Influence strategic decisions globally

Cross-functional leadership team

Job summary

Ladders is seeking a Vice President of Global Customer Experience & AI-Powered Support to transform a global customer support organization, focusing on service quality, operational excellence, and AI-driven strategies. You will partner with cross-functional leaders to improve outcomes, enhance resolution efficiency, and scale support across a complex enterprise environment.

The role involves governance design, analytics-driven decision making, and leading a 24/7 global support team.

Qualifications

• 20+ years of leadership experience in enterprise SaaS, technology, or consulting.
• 10+ years leading global, multi-functional teams.
• Expertise in large-scale transformation within complex customer support environments.
• Experience with AI-powered support systems at production scale.
• Proven track record in managing P&L for revenue-generating support businesses.
• Strong understanding of knowledge operations and AI resolution quality.
• Excellent executive-level influence across multiple business functions.

Responsibilities

• Lead the evolution of the company's AI-powered customer support model.
• Drive performance metrics such as CSAT, SLA, and cost-per-resolution.
• Develop AI-to-human escalation strategies with seamless handoffs.
• Implement frameworks for AI quality and governance standards.
• Utilize predictive analytics to address customer support needs proactively.
• Manage a global technical support organization delivering 24/7 assistance.
• Oversee the monetized premium support business strategy and operations.

Skills

Leadership experience

Global teams

AI in customer support

P&L management

Executive influence

Job description

For our client, we are seeking a Vice President, Global Customer Experience & AI-Powered Support to join the team of a leader in the Information Technology space.

This executive will lead the transformation of a global customer support organization, with a strong focus on service quality, operational excellence, and the strategic application of AI. The role will partner closely with cross-functional leaders to improve customer outcomes, enhance resolution efficiency, and scale support operations across a complex enterprise environment. This leader will also help shape governance, escalation design, and analytics-driven decision-making to advance the overall customer experience.

Location: New York, NY - US based candidates only, no visa sponsorship available

Compensation: $289,000 – $433,000 annually

Responsibilities

• Lead the evolution of the company's AI-powered customer support model.
• Drive performance metrics such as CSAT, SLA, and cost-per-resolution.
• Develop AI-to-human escalation strategies with seamless handoffs.
• Implement frameworks for AI quality and governance standards.
• Utilize predictive analytics to address customer support needs proactively.
• Manage a global technical support organization delivering 24/7 assistance.
• Oversee the monetized premium support business strategy and operations.

Qualifications

• 20+ years of leadership experience in enterprise SaaS, technology, or consulting.
• 10+ years leading global, multi-functional teams.
• Expertise in large-scale transformation within complex customer support environments.
• Experience with AI-powered support systems at production scale.
• Proven track record in managing P&L for revenue-generating support businesses.
• Strong understanding of knowledge operations and AI resolution quality.
• Excellent executive-level influence across multiple business functions.

Benefits

• Hybrid global work environment with travel.
• Opportunity to influence the future of AI-powered customer service.
• Engagement with a cross-functional leadership team.
• Chance to build a revolutionary support organization.
• Involvement in strategic decision-making on a global scale.

Our client is an equal opportunity employer.