VP, AI-Driven Digital Experience & Service Ops

Nymbus; United States; Remote; USD 145,000 - 160,000; Full time

Benefits offered by this job

Remote Work Environment

Health, dental, vision insurance

401(k)

Flexible time-off

Volunteer day

Wellness programs

Job summary

Nymbus is a remote-first fintech company redefining banking technology. We seek a Vice President, Digital Experience & AI Service Operations to shape the multi-year DXC strategy, align AI with high-value banking support, and lead a cross-functional team delivering exceptional client service across channels.

You will report to the SVP, Banking Operations, and drive an AI-enabled support model while building a scalable DXC org. This role is based in the United States with a remote-first approach.

Qualifications

• 10+ years of progressive customer support management in SaaS or fintech.
• 5+ years leading call centers with remote teams.
• Experience scaling support and CX teams of 50+ people.
• Familiarity with AI-enabled support and knowledge content.
• Strong communication with executives and clients.

Responsibilities

• Define and execute the multi-year DXC strategy including operating model and AI roadmap.
• Own economics of support: cost per resolution, cost to serve, capacity and trade-offs.
• Build and scale the DXC organization with a bench of AI-fluent leaders.
• Lead cross-functional partnerships with Product, Engineering, Risk & Compliance.

Skills

AI experience

Remote leadership

SaaS operations

Financial services

CCaaS experience

Strategic thinking

Education

Bachelor's degree in Business or technical field

Tools

CCaaS platforms

AI tooling

Job description

Nymbus is a remote-first fintech company redefining banking technology. We seek a Vice President, Digital Experience & AI Service Operations to shape the multi-year DXC strategy, align AI with high-value banking support, and lead a cross-functional team delivering exceptional client service across channels.

You will report to the SVP, Banking Operations, and drive an AI-enabled support model while building a scalable DXC org. This role is based in the United States with a remote-first approach.