As the VP of Implementation Services & Customer Support, you will serve as the executive operational leader responsible for the execution of our global operational vision. You will bridge high-touch technical client onboarding with high-volume contact center operations. This role reports directly to the Sr VP Global Operations, who is based in the US.
Managing a highly regulated, complex data environment, you will drive operational efficiencies, accelerate client Time-to-Value (TTV), uphold rigorous SLAs, ensure data reliability, and build an environment that delivers an exceptional customer experience.
What You'll Do
- Front-Line Operational Delivery: Support direct end-to-end operational delivery across assigned departmental service lines, ensuring tasks are completed accurately and on schedule.
- Quality & Predictability : Monitor day-to-day team performance with an eye on task accuracy, cycle-time speed, and output predictability across all service queues.
- Direct Team Supervision: Lead daily huddles, assign work tickets, and manage real-time queue performance for front-line onboarding and contact center staff.
- Real-Time SLA & Queue Monitoring: Monitor active call/chat queues and implementation pipelines, stepping in to reallocate resources to meet response and resolution targets.
- Quality Assurance & Coaching: Conduct quality checks on communications and technical setups, providing actionable feedback and coaching to team members.
- Process Adherence : Ensure the team consistently follows established operating procedures, security guidelines, and data governance standards.
- Cross-Shift/Team Coordination: Coordinate with peers and US team leads to hand off escalated client cases and maintain smooth operational continuity.
- Team Engagement: Foster a positive, productive team environment through active support, conflict resolution, and performance recognition.
What Experience You Need
- Professional Services & Support Leadership: 7+ years of senior-level experience leading a blended organization of Professional/Implementation Services and Customer Support.
- Direct Implementation Experience: A proven track record of directly owning and successfully executing complex B2B client activations, software implementations, and technical system integrations.
- Education: Bachelor’s degree in Business, Information Systems, Computer Science, or a related field.
- Technical Acumen: Deep practical experience overseeing system integrations, CRM/ticketing ecosystems (e.g., Salesforce), telephony software, and complex data management systems.
- AI & Automation: Proven experience identifying and deploying AI-driven automation solutions to optimize workflows within a large-scale implementation or customer support organization.
- Bilingual Communication: Excellent verbal and written communication skills in both English and Spanish to interact effectively with US executives, global technical teams, and enterprise clients.