VP, Global Customer Operations & AI Transformation

Anthology; United States; On-site; USD 140,000 - 165,000; Full time

Job summary

Blackboard seeks a Director of Customer Operations to drive strategic transformation of global support and services, balancing service levels with customer experience and cost effectiveness. You will translate priorities into execution across people, processes, tools, data, and governance.

The role oversees AI-native tools, data-driven product insights, and new offerings, requiring strong change leadership and experience in Education Technology and SaaS operations globally.

Qualifications

• 10+ years of experience in customer operations leadership in SaaS or related tech services.
• Experience leading operational transformation across people, processes, and governance.
• Fluency in written and spoken English.

Responsibilities

• Lead global support transformation initiatives with measurable outcomes.
• Define roadmaps, governance routines, and operating rhythms for transformation.
• Implement AI-native support tools and measure impact on productivity and CX.
• Develop new support offerings aligned to Blackboard solutions.

Skills

Customer operations leadership

Transformation leadership

AI-enabled tools

Job description

Blackboard seeks a Director of Customer Operations to drive strategic transformation of global support and services, balancing service levels with customer experience and cost effectiveness. You will translate priorities into execution across people, processes, tools, data, and governance.

The role oversees AI-native tools, data-driven product insights, and new offerings, requiring strong change leadership and experience in Education Technology and SaaS operations globally.