Job Description

The VP, Global Customer Service Operations will lead the customer service team serving North America, EMEA, and APAC markets. This role focuses on people development, delivering global customer service through multiple channels, and driving strategic operational improvements to achieve key service outcomes. The position requires cross-functional collaboration and is part of the StockX Extended Leadership Team.

Responsibilities

• Lead and develop the Global CS team
• Deliver world-class results across multiple locations
• Drive performance management and People Experience initiatives
• Create and improve culture and processes
• Negotiate and influence customer improvements
• Embrace AI and Technology to improve customer experience
• Grow the team and find smarter ways to deliver customer service
• Collaborate with global colleagues
• Drive sales through service
• Leverage customer insights and analytics
• Be the ‘Voice of the Customer’
• Identify and mitigate operational risks
• Manage budgets
• Develop improvements and embed change projects
• Drive quality and consistency
• Coach and lead the team

Requirements

• 10+ years leading Customer Service operations, e-commerce preferred
• 5+ years of global leadership experience in North America, EMEA, and APAC
• Customer and Employee Centric leadership experience
• Strong background in multi-channel Contact Center / BPO operations
• Strategic and organizational skills
• Proven Management experience
• Track record of exceeding targets
• Exceptional coaching and communication skills
• Influential relationship skills
• Excellent interpersonal skills
• Proactive team player with high energy
• Creative, analytical, and strategic thinker
• Outstanding leadership skills

Benefits

• No benefits