VP, Digital Experience – AI Service Operations

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🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $145k - $160k / year

⏰ Full Time

🔴 Lead

🛍️ E-commerce

🦅 H1B Visa Sponsor

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Nymbus

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📣 Marketing

🏦 Banking

Consulting • Marketing • Banking

Nymbus is a technology company that provides modern banking solutions tailored for banks and credit unions. It offers a robust core banking platform that facilitates the launch of digital banking services and retail strategies, enabling institutions to innovate rapidly while ensuring compliance and operational efficiency. Through its suite of services, including onboarding, digital banking tools, and managed services, Nymbus empowers financial institutions to enhance customer experience and drive growth in a competitive landscape.

📋 Description

• Define and execute the multi-year Digital Experience Center strategy, operating model, service architecture, and AI roadmap • Own support economics, including cost per resolution, cost to serve, capacity, and trade-offs among cost, quality, and growth • Represent the client and end-user voice to senior leadership and define world-class service standards • Lead, develop, and scale the DXC organization and leadership bench • Recruit managers and specialists, design career paths and competency frameworks, and oversee hiring, training, onboarding, and coaching • Evolve the DXC into an AI-first support model and drive adoption of AI support platforms • Own build-versus-buy decisions, vendor relationships, AI voice and chat agent deployment, escalation logic, confidence thresholds, knowledge curation, and human-in-the-loop design • Establish AI support accuracy, compliance, quality, hallucination-control, and auditability standards • Build feedback loops from resolution failures, repeat contacts, and escalations into AI, workflow, and knowledge improvements • Build segment-calibrated service models and specialized routing and escalation frameworks across voice, chat, email, secure messaging, and AI chat • Serve as executive authority for sensitive client escalations and represent DXC performance in client business reviews • Drive client retention and expansion through predictive analytics, operational telemetry, and new service offerings • Partner with Product, Engineering, Risk & Compliance, Fraud, Implementation, Professional Services, and Client Partners • Lead platform, channel, and client implementations, including forecasting headcount, support levels, and training • Own support KPIs, DXC systems architecture, workforce management, operational efficiency, cadence, data, and reporting • Support broader Operations strategic initiatives and perform other duties as assigned

🎯 Requirements

• Bachelor's degree in Business or a technical discipline, or equivalent experience in a related field • Minimum of 10+ years of progressive customer support management experience, ideally overseeing a diverse portfolio of clients, with a minimum of 5 years in a SaaS specific industry • 5-7 years of experience leading call/contact center operations (CCaaS) with direct people leadership experience • 5+ years of experience managing remote teams • Proven track record of leading and scaling support and CX teams of 50+ people • Prior banking or broader financial services experience, including fintech • Prior oversight of onshore contact center teams, with experience operating CCaaS technology for chat, chatbot, voice, and email support • Prior experience implementing and integrating systems to build a cohesive support experience • Prior experience with IVR/IVA systems and SIP/VOIP integrations • Demonstrated ability to identify service growth opportunities and build the business case for optimal or additional service offerings • General understanding of how AI agents work in support, including escalation to people and dependence on quality knowledge content • Working knowledge of the regulatory context for financial institution servicing, including complaint handling, consumer protection, and data privacy expectations • Strong command of support operations metrics and analytical rigor to defend the model to executive leadership • Well-developed written and oral communication skills, collaborative management and coaching style, and ability to communicate effectively at every organizational level, including client executives • Flexibility with work schedule and willingness to travel as necessary • Preferred: experience leading significant operational transformation, particularly AI adoption or process modernization at scale • Preferred: AI fluency and hands-on experience deploying and improving AI or automation in a live support environment • Preferred: Lean Six Sigma certification or equivalent process improvement experience, and/or a data science qualification or background • Preferred: banking compliance and fraud experience • Preferred: experience building or running specialist-tier or enterprise escalation teams • Preferred: experience scaling a multi-tenant support operation while headcount grows more slowly than the business • Preferred: record of building feedback loops between support signal and product roadmap • Preferred: experience with call center workforce planning and cost-to-serve modeling

🏖️ Benefits

• Annual cash bonus and equity eligibility, if applicable • Remote Work Environment • Health, dental, and vision insurance, including HSA/FSA/DCA • 401(k) plan • Flexible time-off and company holidays • Additional paid volunteer day • Supplemental Insurance Programs, including voluntary Life, Accident, Critical Illness, Pet Insurance • Employee Assistance Programs [EAP] • Wellness programs • Growth and development programs

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