VP of AI-Driven Digital Service Ops (Remote)

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

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