Vice President of Customer Service

What You Will Do: Own and execute the department's AI strategy deploying AI-powered chatbots, intelligent call and case routing, and agentic self-service tools to reduce handle times and deflect volume while improving the customer experience. Develop and deliver a digital-first customer service model that shifts routine interactions to automated and self-service channels and reserves human expertise for high-value work. Evaluate and operationalize new technologies, building the business case and measuring impact against clear KPIs. Diagnose and re-engineer existing processes, tools, staffing models, and knowledge resources that bring an executive eye to what is working, what is not, and what should be rebuilt. Establish, monitor, and continuously improve the operational metrics that define service quality (CSAT, first-contact resolution, abandon rate, NPS, case aging, and service level).Own end-to-end contact center operations across all products and channels designing systems and workflows that scale efficiently as the customer base and product portfolio grow, rather than simply adding headcount. Build workforce planning, forecasting, and hiring models that align staffing to volume across queues, shifts, time zones, and product lines. Act as a strategic thought partner to the Chief Operating Officer, translating service center data and customer insights into recommendations that shape company strategy. Lead, mentor, and scale a multi-tier customer service organization fostering a culture of collaboration, accountability, and continuous improvement. Provide overall management, guidance, and support to the team, and create meaningful career growth and development paths for team members. Support the team through complex customer escalations, helping both the customer and the team member reach resolution. Cultivate cross-departmental relationships and leverage influence to ensure the successful execution of key support objectives.

Who You Are: 15+ years of progressive experience in customer success, customer support, or customer operations, including 7+ years of people leadership at the VP or senior director level. Hands-on experience owning AI and automation initiatives and deployed or led the deployment of AI/self-service tooling and can speak to the results. A proven track record of building, leading, and scaling customer service teams in SaaS, technology, or other fast-paced environments (you have done this at scale before, not just maintained a steady state).Deep expertise in the metrics and mechanics of a modern contact center, including call and case volume forecasting, staffing and shift planning, service levels, occupancy, abandon rate, and first-contact resolution, complemented by fluency in the outcome-based measures that define AI-enabled service (resolution rate, containment, cost per resolved contact) rather than deflection volume alone. High level of comfort diagnosing operational problems and redesigning processes, tooling, and workflows from the ground up. The ability to operate as a strategic thought partner to senior executives, with the communication skills to influence at the leadership level. Proven ability to mentor, develop, and scale a team of people managers, both in-person and remotely, across time zones. Strong executive presence with the ability to influence and drive alignment across all levels of the business. Demonstrated success in defining strategic vision and executing complex operational roadmaps in a multi product environment. Strong organizational skills and experience managing competing priorities and co-located, remote, and international teams. Strong proficiency with modern service tooling (we use Google Workspace, DialPad for telephony, and Salesforce for case management).What NEOGOV Offers Competitive Wages Comprehensive Benefits package (medical, dental, vision, etc.) for full-time employees effective Day 1Generous PTO to support work-life balance 401K Matching12-week Paid Parental Leave Autonomy to grow and find your career path with supportive leadership Company provided lunches and a kitchen fully stocked with snacks and drinks in the Draper office On-site gym in the Draper office Inclusive and diverse work environmentNEOGOV does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, protected military status, or other non-merit factors. Our hiring process may include Artificial Intelligence (AI) screening for keywords and minimum qualifications. Recruiters review all results.