VP, Digital Experience & AI Service Operations

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

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Flexible time off

Company holidays

Volunteer day

Wellness programs

Development opportunities

Job summary

nymbusinc is seeking a senior leader to drive the strategy and operations of a digital support organization serving financial institutions and their end users across phone, email, secure messaging, and chat. The role focuses on scaling a hybrid human and AI service model that handles routine requests efficiently while complex cases receive knowledgeable, relationship-focused support.

You will own service quality, operating costs, and organizational development, identify new client services, and

Qualifications

• 10+ years of progressive customer support management experience, including SaaS.
• 5–7 years leading contact center operations with remote teams.
• Experience scaling teams of 50+ in financial services or fintech.
• Knowledge of contact center platforms, voice/chat/email, IVR/SIP, and system integration.
• Degree in business or technical field, or equivalent experience.

Responsibilities

• Set and deliver a multi-year support strategy, operating model, service architecture, and AI roadmap.
• Lead and develop the support organization, building management capacity and guiding teams through operational change.
• Own service economics, including cost per resolution, cost to serve, and capacity, and present trade-offs and results to executives.
• Improve workflows, automation, and knowledge content so AI agents can resolve appropriate requests and route others effectively.
• Partner with product, engineering, client, risk, compliance, and fraud teams to shape the experience and meet financial services obligations.
• Identify potential service offerings, assess their business case, and develop opportunities for client value and revenue.

Skills

Strategic leadership

Customer support management

Remote team leadership

Cost optimization

AI-enabled support

Education

Bachelor's degree in business or technical field

Job description

Role overview

Lead the strategy and operations of a digital support organization serving financial institutions and their end users across phone, email, secure messaging, and chat. The mandate includes scaling a hybrid human and AI service model: routine needs should be handled efficiently while complex cases receive knowledgeable, relationship-focused support. The role owns service quality, operating costs, organizational development, and opportunities for new client services.

Responsibilities

• Set and deliver a multi-year support strategy, operating model, service architecture, and AI roadmap.
• Lead and develop the support organization, building management capacity and guiding teams through operational change.
• Own service economics, including cost per resolution, cost to serve, and capacity, and present trade-offs and results to executives.
• Improve workflows, automation, and knowledge content so AI agents can resolve appropriate requests and route others effectively.
• Partner with product, engineering, client, risk, compliance, and fraud teams to shape the experience and meet financial services obligations.
• Identify potential service offerings, assess their business case, and develop opportunities for client value and revenue.

Requirements

• At least 10 years of progressive customer support management experience, including five or more years in SaaS.
• Five to seven years leading contact center operations, with direct people management, plus at least five years managing remote teams.
• Experience scaling support or customer experience organizations of 50 or more people, ideally in banking, financial services, or fintech.
• Experience with contact center platforms and support channels such as voice, chat, chatbot, and email, as well as system integration, IVR/IVA, and SIP/VoIP.
• Ability to develop service growth opportunities and business cases, and to balance service quality, operating cost, and growth.
• General understanding of AI-enabled support, escalation to human agents, and the role of high-quality knowledge content; a degree in business or a technical field, or equivalent experience.

Benefits and work setup

Remote U.S.-based work, with travel for client engagements, partner meetings, and team gatherings. The listed base salary range is $145,000–$160,000, with potential bonus and equity eligibility. Benefits include health, dental, and vision insurance, a 401(k), flexible time off, company holidays, a paid volunteer day, wellness and assistance programs, and development opportunities.