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Vice President for Research
Wayne State University (Wayne State/WSU), a premier public research university in the heart of Detroit, invites nominations and applications for the position of Vice President for Research (VPR).
The Vice President for Research serves as a member of the university's executive leadership team, reporting directly to the President, and works closely with the Provost and other members of the President’s Cabinet. The Vice President for Research is responsible for leading an office to mobilize and enhance Wayne State University's research capabilities and productivity; facilitating successful competition for external funding; and successfully demonstrating WSU's expertise in knowledge generation to respond to the regional and state needs of government, business, organizations, and individuals. The Office of the Vice President for Research also establishes and implements research policies and procedures, analyzes, and disseminates research productivity data, and represents the university's research interests to operations and organizations outside the university.
Wayne State is Michigan’s only urban research university, and holds the Carnegie Foundation’s highest ranking for both research intensiveness and community engagement.&nbsp; Wayne State’s research and development expenditures totaled nearly $242.2 million in fiscal year 2022 — a 10.9% increase since 2014. Based on NSF data, Wayne State ranked 72nd among public universities and 108th among all universities in FY21 research expenditures.
Wayne State has world-class research programs in the sciences, engineering, social sciences, education, law and humanities. The VPR will work closely with schools and colleges to expand external funding opportunities and to support faculty research and collaborations.
As the senior research officer of the university, the Vice President for Research is responsible for collaborating with relevant constituencies to develop and implement a vision, plan, and policies to guide and expand the university's research portfolio, and work with faculty to oversee critical aspects of the university's research infrastructure and operations.
Direct reports to the Vice President for Research currently include assistant/associate vice presidents, directors, staff members within the Office of the Vice President for Research (OVPR). The Division of Research consists of Sponsored Programs Administration, the Office of Research Compliance, the Division of Laboratory Animal Research, and the Office of Environmental Health and Safety. Four of the university’s 29 centers and institutes also report to the Vice President for Research.
The university is committed to ensuring that Wayne State advances its role as a world leader in discovery and knowledge application. To do so, WSU will increase strategic integrative research foci and nurture the broad ecosystem for scholarly inquiry, discovery, creativity, and knowledge application by integrating academic strengths with the university’s community engagement mission and urban location. The research ecosystem is a key driver for economic growth, for the revitalization of Detroit, and for addressing real-world challenges in rapidly evolving urban environments across the globe. Engaging students at all levels enhances the research mission, as well as students’ academic experience and career preparation.
In support of the mission and strategic plan of the university, the next VPR will be tasked with the following opportunities and expectations:
<ul>
<li>Leadership with vision&nbsp; Serve as a passionate advocate and effective spokesperson Collaborate with the departments, centers, research units, schools, and colleges Boost programs and actions for funding research Strengthen the research infrastructure Generate real-world impact</li>
</ul>
Specifically, in connection with the above, the VPR will:
<ul>
<li>Oversee the work of the OVPR, Integrative Biosciences, Sponsored Program Administration, Research Compliance, Research Communications, Research Development, Translational Sciences and Clinical Research Innovation, Division of Laboratory Animal Research, Office of Environmental Health and Safety, Center for Molecular Medicine and Genetics (dual with School of Medicine), Institute of Environmental Health Sciences, Institute of Gerontology, and the Merrill Palmer Skillman Institute.</li>
</ul>
<ul>
<li>Develop and implement a vision, plan and policies to guide the university's broad research portfolio in achieving the research goals of the university through regular consultation with researchers and research advisory groups across the campus. Work closely with colleges, schools and centers to advance the broad research mission of Wayne State University. Develop innovative ways to support faculty in seeking grant opportunities.</li>
<li>Develop strategies to ensure the necessary research infrastructure is available and aligned with existing research strengths and emerging research opportunities.</li>
<li>Ensure compliance with all federal, state and university regulations governing research, and ensure that research is conducted according to the highest ethical standards.</li>
<li>Work closely with the Provost and research faculty and advisory groups in the schools, colleges and centers to develop, refine and implement a university-wide vision and strategic plan to strengthen the university’s research portfolio and raise its research ranking.</li>
<li>Work with the Office of the Provost to strengthen research within the academic programs, departments and centers or institutes.</li>
<li>Work with the Graduate School to recruit top doctoral students.</li>
<li>Promote multidisciplinary and translational research opportunities across the university, as well as identify, develop and nurture innovation, collaboration, and strategic research initiatives.</li>
<li>Partner with TechTown, the university’s affiliated business incubator and accelerator, to encourage the growth of the entrepreneurial ecosystem both within WSU and across the region.</li>
<li>Participate on the steering committee for the Office of Business Innovation, the university’s central resource for student entrepreneurship, technology commercialization and corporate relations.</li>
<li>Serve as a member of the leadership team for the University Research Corridor, an alliance of Michigan’s three leading research institutions.&nbsp;</li>
<li>Serve as a member of the President’s Cabinet, the senior leadership team of the university, sharing common university-wide goals and accountability with other team members.</li>
<li>Develop, oversee, implement, fund and assess research initiatives as identified in and aligned with the university’s strategic plan; participate in strategic planning efforts.</li>
<li>Advise the President, Provost and Deans on research initiatives, policy and operations.</li>
<li>Communicate research results and information to research faculty, university administrators, and other internal and external research constituencies.</li>
<li>Cultivate relationships with governmental granting and regulatory agencies and industry to aid in improving WSU’s research efforts and identification of research opportunities.</li>
<li>Foster an environment that recognizes research excellence, collegiality, and scholarship across the university.</li>
</ul>
Professional Qualifications and Key Attributes:
<ul>
<li>A doctorate from a research university.</li>
<li>Broad experience with externally funded research.</li>
<li>A record as an investigator of distinction with intellectual stature and research credentials demonstrating accomplishment at a level commensurate with the rank of full professor in field of scholarship and research.</li>
<li>Administrative leadership experience in a relevant research environment, leading complex research teams and organizations.</li>
<li>Demonstrated success in technology transfer and commercialization efforts.</li>
<li>Demonstrated success as an administrator and fiscal manager.</li>
<li>Demonstrated experience in working at the federal level on research initiatives, challenges and policies.</li>
<li>Record of success in procuring and managing sponsored research programs.</li>
<li>Experience in research policy formation, compliance issues and implementation.</li>
<li>Demonstrated ability to work collaboratively with academic departments and programs, including graduate programs and entities such as the Graduate School, and to promote university-wide interdisciplinary research efforts.</li>
<li>Excellent communication and interpersonal skills, including a clear commitment to transparency.</li>
<li>Demonstrated success in fostering student opportunities for research, with evidence of student-focused and service-minded leadership.</li>
<li>Demonstrated commitment to shared governance and close collaboration with faculty.</li>
<li>Demonstrated ability to build strong relationships with business and industry.</li>
<li>Commitment to the mission and purpose of an urban public research university and ability to work with a culturally diverse population.</li>
</ul>
Wayne State University, founded in 1868, is a nationally recognized public, urban research university in Detroit. Committed to educational opportunity, research and community enrichment, Wayne State serves a critical role in Michigan’s higher education landscape. It holds the highest Carnegie Foundation for the Advancement of Teaching designations in both research and community engagement.
Just as the city of Detroit is undergoing a renaissance, the university itself is in a time of significant transformation, strengthening its ability to serve students from Michigan and around the world.
Wayne State University’s campus, located in the cultural center and historic district in the heart of Detroit’s Midtown neighborhood, encompasses approximately 200 acres. The university enrolls nearly 25,000 students, making it the third largest among Michigan’s 15 public universities and one of the largest in the nation. Wayne State boasts the most diverse student body among Michigan’s public universities, with students of widely diverse backgrounds from nearly every U.S. state and 79 countries. In a recent survey, Wayne State University students ranked the campus diversity highest among a list of campus strengths. The university’s comprehensive academic programs are offered through 13 schools and colleges.
Wayne State University ranked 72nd among American public universities, according to the FY 2021 National Science Foundation Research rankings; its medical sciences, physics, chemistry, physical science and psychology programs and its law school rank in the top 100 nationwide. Annual research funding awarded in 2022 was nearly $288.4 million. Wayne State has a thriving research and technology park called TechTown Detroit and a number of partnerships with government, industry and business. The university houses one of 41 National Cancer Institute-designated comprehensive cancer centers — the Barbara Ann Karmanos Cancer Institute — as well as the NIH-funded Center for Urban Responses to Environmental Stressors.
The Search Committee invites letters of interest and nominations to be submitted directly to the search firm, Anthem Executive. Correspondence should include a curriculum vitae and a letter of interest describing relevant experience and interest in the position, and should be submitted to Scott Watson, Michael Ballew, Florene Stawowy, or J.R. Wheless at:
<a href="mailto:WSUVPR@AnthemExecutive.com" target="_blank">WSUVPR@AnthemExecutive.com</a>
While applications and nominations will be accepted until the position is filled, interested parties are encouraged to submit their materials ASAP to assure optimal consideration. There will be an initial cut-off date for submission to the committee. Expressing interest is the first step in receiving consideration and does not make one an applicant for the position.
Wayne State University is an equal opportunity employer. No person will be discriminated against or harassed in employment because of race, color, religion, gender, national origin, age, disability, familial status, marital status, arrest record, height, weight, sexual orientation, qualified Vietnam era veterans, qualified special disabled veterans, recently separated veterans and other protected veterans, or any other characteristic protected by applicable federal or state law.
University policy requires certain persons who are offered employment to undergo a background check, including a criminal history check, before starting to work. If you are offered employment, the university will inform you if a background check is required.

Vice President for Research

<h3>Job Description</h3>
Job Description
The Vice President of Call Center role is responsible for leading and scaling outbound contact center activities with a primary focus on sales performance, lead conversion, and customer engagement. This role requires a strategic, data-driven leader with proven experience managing high-volume outbound teams, optimizing campaign performance, and driving operational excellence across multiple teams. This role will be responsible for executing and leading the call centers inside sales team, confirmation team and dispatch teams to achieve maximum performance and efficiency by implementing coaching and improving overall performance. This role focuses on implementing, executing, and improving call strategies, implementing best practices, and utilizing data-driven insights to enhance overall agent success and effectiveness. This role works closely with the executive team to ensure alignment with the company's vision, mission, and strategic objectives. The role will report directly into the SVP of Call Center Operations.

What You’ll Do: 
<ul>
<li>
Develop and execute outbound dialing strategies to meet revenue, contact, and conversion goals.
</li>
</ul>
<ul>
<li>
Align outbound strategy with company objectives in partnership with executive leadership.
</li>
</ul>
<ul>
<li>
Oversee daily operations of all outbound teams, ensuring speed-to-lead, appointment quality, and lead performance.
</li>
</ul>
<ul>
<li>
Drive a performance-based culture through clear KPIs, dashboards, and coaching for managers and supervisors.
</li>
</ul>
<ul>
<li>
Monitor and optimize dialer technology and CRM analytics to maximize productivity and data integrity.
</li>
</ul>
<ul>
<li>
Ensure compliance with all regulatory requirements (TCPA, DNC).
</li>
</ul>
<ul>
<li>
Partner cross-functionally to enhance scripting, lead routing, and campaign segmentation.
</li>
</ul>
<ul>
<li>
Identify and implement process and technology improvements to increase efficiency and reduce costs.
</li>
</ul>
<ul>
<li>
Strengthen collaboration between call center and sales teams to improve scheduling and product demonstrations.
</li>
</ul>
<ul>
<li>
Recruit, develop, and mentor high-performing leaders; foster engagement and retention across teams.
</li>
</ul>
<ul>
<li>
Maintain an active presence on the sales floor and lead weekly meetings to review performance metrics and initiatives.
</li>
</ul>
<ul>
<li>
Champion change management and cultivate buy-in for new strategies and tools.

</li>
</ul>
What You’ll Bring:
<ul>
<li>
Bachelor’s degree required; MBA or equivalent preferred. 
</li>
</ul>
<ul>
<li>
 8+ years of progressive experience in call center leadership, with at least 5 years in outbound/sales environments. 
</li>
</ul>
<ul>
<li>
Strong analytical and problem-solving skills with experience in data-driven decision-making. 
</li>
</ul>
<ul>
<li>
Proven success managing large-scale outbound teams and hitting aggressive KPIs. 
</li>
</ul>
<ul>
<li>
Proficiency in dialer management software (e.g., Five9, Nextiva, RingCentral). 
</li>
</ul>
<ul>
<li>
Excellent communication and leadership skills with the ability to work cross-functionally. 
</li>
</ul>
<ul>
<li>
Experience in industries such as home improvement, healthcare, retail, or manufacturing. 
</li>
</ul>
<ul>
<li>
Strong background in business intelligence and reporting tools. 
</li>
</ul>
<ul>
<li>
Ability to multitask and prioritize based on changing demands and deadlines.
</li>
</ul>

About Renuity Renuity, headquartered in Charlotte, NC, is a leading home improvement services business with a rapidly expanding national footprint. Renuity currently operates across 36 states and has created hundreds of thousands of happier homeowners across the United States who have chosen Renuity for their home improvement needs. Renuity is redefining the home improvement experience with a focus on trust, innovation and customer-first service. To learn more, visit Renuity's About Us page.
#RHB

Renuity and its affiliates are committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.&nbsp;If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact <a href="mailto:Humanresources@renuityhome.com" target="_blank">Humanresources@renuityhome.com</a>.&nbsp;
If you have a question regarding your application, please contact <a href="mailto:TA@renuityhome.com" target="_blank">TA@renuityhome.com</a>
To access Renuity's Privacy Policy, please click here: Privacy Policy

Vice President, Call Center

<h3>Job Description</h3>
Job DescriptionAmeriSave Mortgage Corporation has set the standard in online mortgage lending with over $130 billion in funded loan volume. We are a leading fintech lender transforming the way consumers access home financing. As we expand beyond mortgages into home equity and personal loans, we are building a world-class customer engagement engine to support every step of the borrower journey.&nbsp;Our employees are the driving force behind our success. We believe in the power of a dynamic and talented workforce and creating an environment where your contributions are not just recognized, they’re celebrated. Your success is our success, and we are seeking skilled professionals who are ready to bring their A-game, exceed benchmarks and enhance the overall excellence of AmeriSave, while also growing and advancing their careers. At AmeriSave, we're one team with one shared dream - to be the best.&nbsp; Let’s redefine excellence together! What We’re Looking For:We are seeking a dynamic and results-driven Vice President of Call Center Operations to lead our nationwide contact center strategy. This executive will be responsible for driving performance, scaling operations, and delivering exceptional customer experiences across all inbound and outbound channels.What You’ll Do: 
<ul>
<li>Lead and scale a high-performing, multi-site call center operation supporting mortgage, home equity, and personal loan products.&nbsp; </li>
<li>Develop and execute strategic plans to improve customer satisfaction, operational efficiency, and conversion rates.&nbsp; </li>
<li>Oversee workforce management, quality assurance, training, and compliance across all teams.&nbsp; </li>
<li>Implement technology solutions (e.g., IVR, CRM, AI tools) to optimize call routing, agent productivity, and customer engagement.&nbsp; </li>
<li>Establish KPIs and reporting frameworks to monitor performance and drive continuous improvement.&nbsp; </li>
<li>Collaborate cross-functionally with Sales, Marketing, Product, and Compliance to align call center operations with business goals.&nbsp; </li>
<li>Foster a culture of accountability, innovation, and customer obsession.</li>
</ul>
What You’ll Need:
<ul>
<li>10+ years of progressive leadership experience in call center or contact center operations, preferably in financial services or fintech.&nbsp; </li>
<li>Proven success managing large, distributed teams in a high-volume, metrics-driven environment.&nbsp; </li>
<li>Deep understanding of call center technologies, workforce optimization, and customer experience best practices.&nbsp; </li>
<li>Strong analytical, communication, and change management skills.&nbsp; </li>
<li>Experience with regulatory compliance in a financial services setting is a plus.</li>
</ul>
**Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules. It is estimated based on what a successful Colorado applicant might be paid. It assumes that the successful candidate will be in Colorado or perform the position from Colorado. Similar positions located outside of Colorado will not necessarily receive the same compensation. **&nbsp;Compensation:&nbsp;Annual compensation for this position generally ranges from&nbsp;$150K – $350K&nbsp;&nbsp;Benefits:&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 401(k)&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Dental insurance&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Disability insurance&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Employee discounts&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Health insurance&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Life insurance&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Paid time off&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; 12 paid holidays per year&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Paid training&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp;Referral program&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Vision insurance&nbsp;&nbsp;&nbsp;Supplemental pay types:&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Bonus&nbsp;·&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Referral bonuses&nbsp;&nbsp;AmeriSave is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. &nbsp;California Consumer Privacy Act Disclosure Acknowledgment&nbsp;Employment Applicants, New Hires, and Employees Residing in California&nbsp;&nbsp;&nbsp;AmeriSave Mortgage Corporation’s Privacy Policy Statement (“Policy”) can be reviewed here:&nbsp;<a href="http://www.amerisave.com/privacy-policy" target="_blank">www.amerisave.com/privacy-policy</a>&nbsp;&nbsp;&nbsp;AmeriSave Mortgage Corporation’s California Consumer Privacy Act (“CCPA”) Recruitment Disclosure can be reviewed here:&nbsp;<a href="https://www.amerisave.com/ccpa-recruitment-disclosure/" target="_blank">https://www.amerisave.com/ccpa-recruitment-disclosure/</a>&nbsp;&nbsp;&nbsp;When AmeriSave’s Human Resources Department makes future requests for personal information, the same Policy is applicable. By applying, you understand this acknowledgment covers current and future personal information requests. You also acknowledge the business purpose of the personal information collected and that future requests may occur while applying for a position at AmeriSave and/or during employment, if applicable.&nbsp;&nbsp;

Vice President of Call Center Operations

<h3>Job Description</h3>
Job Description
VP of Customer Success (Hybrid – 3 Days Onsite / 2 Remote)
Position Overview We are seeking a VP of Customer Success to lead, mentor, and scale our Customer Success organization while driving exceptional customer experiences through process excellence, technology enablement, and automation.
This is a technology-driven leadership role responsible for overseeing all major order channels, Customer Success operations, and performance metrics. The ideal candidate brings a strong balance of hands-on operational leadership, strategic vision, and deep technical understanding of CRM, ERP, integrations, and automation initiatives.
This role operates on a hybrid schedule (3 days onsite, 2 days remote) with up to 10% travel as needed.
&nbsp;
Key Responsibilities
Customer Success Leadership &amp; Strategy
<ul>
<li>Lead, develop, and mentor Customer Success leadership, team leads, and representatives.</li>
<li>Define and execute short- and long-term Customer Success strategies aligned with business goals.</li>
<li>Own all Customer Success performance, including service quality, throughput, escalations, and customer satisfaction.</li>
<li>Personally review and triage all major escalations, identifying root causes and continuous improvement opportunities.</li>
</ul>
Operations, Process &amp; Performance
<ul>
<li>Manage all major order channels and CS processes with clear ownership of KPIs, SLAs, and reporting.</li>
<li>Conduct ongoing data, statistical, and performance analysis to drive operational improvements.</li>
<li>Develop, manage, and forecast departmental budgets and resource allocations.</li>
<li>Define, implement, and enforce CS policies, procedures, ISO standards, and QA initiatives.</li>
</ul>
Technology, Automation &amp; Systems
<ul>
<li>Lead and project-manage CS technology initiatives including:</li>
<li>
<ul>
<li>CRM &amp; ERP platforms</li>
<li>System integrations (EDI, CXML, APIs)</li>
<li>Workflow automations</li>
<li>AI-driven tools, chatbots, and agentic solutions</li>
</ul>
</li>
<li>Direct system upgrades, migrations, and conversions impacting Customer Success.</li>
<li>Ensure all technology implementations have clear end-state designs to avoid long-term inefficiencies.</li>
<li>Partner cross-functionally with IT, Sales, Operations, and Finance to drive scalable solutions.</li>
</ul>
Cross-Functional &amp; Commercial Support
<ul>
<li>Collaborate with Sales to support CS-related service offerings and account growth initiatives.</li>
<li>Assist with proposal development, Statements of Work (SOWs), and CS service expansions.</li>
<li>Build strong internal relationships to influence and drive organizational change.</li>
</ul>
People &amp; Resource Management
<ul>
<li>Own hiring, onboarding, training strategy, and workforce planning for Customer Success.</li>
<li>Coach direct reports on leadership, accountability, motivation, and performance management.</li>
<li>Ensure attendance adherence, workload balance, and effective utilization of both human and virtual resources.</li>
</ul>
&nbsp;
Required Skills &amp; Competencies
<ul>
<li>Proven executive-level leadership in Customer Success or Operations</li>
<li>Strong customer-centric mindset with a focus on technology and automation</li>
<li>Ability to manage complex, cross-departmental initiatives</li>
<li>Advanced budgeting, forecasting, and financial acumen</li>
<li>Strong project management and change management skills</li>
<li>Ability to analyze complex operational challenges and implement scalable solutions</li>
<li>Excellent communication, presentation, and stakeholder management skills</li>
<li>Comfortable operating as both a strategic leader and hands-on contributor</li>
</ul>
&nbsp;
Technology Experience (Required / Preferred)
<ul>
<li>CRM &amp; ERP systems (high proficiency)</li>
<li>System integrations: EDI, CXML, APIs</li>
<li>Workflow automation, AI tools, agentic studios, chatbots</li>
<li>Analytics &amp; reporting tools:</li>
<li>
<ul>
<li>Power BI</li>
<li>Jet Reports</li>
<li>Platform dashboards</li>
</ul>
</li>
<li>MS Office Suite (advanced)</li>
<li>General PC troubleshooting and systems research</li>
</ul>
&nbsp;
Education &amp; Experience
<ul>
<li>Bachelor’s degree or equivalent experience required</li>
<li>Master’s degree a plus</li>
<li>10+ years progressive experience in Customer Success or Operations</li>
<li>5+ years leading and managing Customer Success teams</li>
<li>ISO and QA process experience strongly preferred</li>
</ul>
&nbsp;
Supervisory Responsibility
<ul>
<li>Customer Success Team Leads</li>
<li>Customer Success Representatives</li>
</ul>

Vice President, Customer Service - Call Center (Technical skills req)

<h3>Job Description</h3>
Job Description
VP of Customer Success (Hybrid – 3 Days Onsite / 2 Remote)
Position Overview We are seeking a VP of Customer Success to lead, mentor, and scale our Customer Success organization while driving exceptional customer experiences through process excellence, technology enablement, and automation.
This is a technology-driven leadership role responsible for overseeing all major order channels, Customer Success operations, and performance metrics. The ideal candidate brings a strong balance of hands-on operational leadership, strategic vision, and deep technical understanding of CRM, ERP, integrations, and automation initiatives.
This role operates on a hybrid schedule (3 days onsite, 2 days remote) with up to 10% travel as needed.
 
Key Responsibilities
Customer Success Leadership &amp; Strategy
<ul>
<li>Lead, develop, and mentor Customer Success leadership, team leads, and representatives.</li>
<li>Define and execute short- and long-term Customer Success strategies aligned with business goals.</li>
<li>Own all Customer Success performance, including service quality, throughput, escalations, and customer satisfaction.</li>
<li>Personally review and triage all major escalations, identifying root causes and continuous improvement opportunities.</li>
</ul>
Operations, Process &amp; Performance
<ul>
<li>Manage all major order channels and CS processes with clear ownership of KPIs, SLAs, and reporting.</li>
<li>Conduct ongoing data, statistical, and performance analysis to drive operational improvements.</li>
<li>Develop, manage, and forecast departmental budgets and resource allocations.</li>
<li>Define, implement, and enforce CS policies, procedures, ISO standards, and QA initiatives.</li>
</ul>
Technology, Automation &amp; Systems
<ul>
<li>Lead and project-manage CS technology initiatives including:</li>
<li>
<ul>
<li>CRM &amp; ERP platforms</li>
<li>System integrations (EDI, CXML, APIs)</li>
<li>Workflow automations</li>
<li>AI-driven tools, chatbots, and agentic solutions</li>
</ul>
</li>
<li>Direct system upgrades, migrations, and conversions impacting Customer Success.</li>
<li>Ensure all technology implementations have clear end-state designs to avoid long-term inefficiencies.</li>
<li>Partner cross-functionally with IT, Sales, Operations, and Finance to drive scalable solutions.</li>
</ul>
Cross-Functional &amp; Commercial Support
<ul>
<li>Collaborate with Sales to support CS-related service offerings and account growth initiatives.</li>
<li>Assist with proposal development, Statements of Work (SOWs), and CS service expansions.</li>
<li>Build strong internal relationships to influence and drive organizational change.</li>
</ul>
People &amp; Resource Management
<ul>
<li>Own hiring, onboarding, training strategy, and workforce planning for Customer Success.</li>
<li>Coach direct reports on leadership, accountability, motivation, and performance management.</li>
<li>Ensure attendance adherence, workload balance, and effective utilization of both human and virtual resources.</li>
</ul>
 
Required Skills &amp; Competencies
<ul>
<li>Proven executive-level leadership in Customer Success or Operations</li>
<li>Strong customer-centric mindset with a focus on technology and automation</li>
<li>Ability to manage complex, cross-departmental initiatives</li>
<li>Advanced budgeting, forecasting, and financial acumen</li>
<li>Strong project management and change management skills</li>
<li>Ability to analyze complex operational challenges and implement scalable solutions</li>
<li>Excellent communication, presentation, and stakeholder management skills</li>
<li>Comfortable operating as both a strategic leader and hands-on contributor</li>
</ul>
 
Technology Experience (Required / Preferred)
<ul>
<li>CRM &amp; ERP systems (high proficiency)</li>
<li>System integrations: EDI, CXML, APIs</li>
<li>Workflow automation, AI tools, agentic studios, chatbots</li>
<li>Analytics &amp; reporting tools:</li>
<li>
<ul>
<li>Power BI</li>
<li>Jet Reports</li>
<li>Platform dashboards</li>
</ul>
</li>
<li>MS Office Suite (advanced)</li>
<li>General PC troubleshooting and systems research</li>
</ul>
 
Education &amp; Experience
<ul>
<li>Bachelor’s degree or equivalent experience required</li>
<li>Master’s degree a plus</li>
<li>10+ years progressive experience in Customer Success or Operations</li>
<li>5+ years leading and managing Customer Success teams</li>
<li>ISO and QA process experience strongly preferred</li>
</ul>
 
Supervisory Responsibility
<ul>
<li>Customer Success Team Leads</li>
<li>Customer Success Representatives</li>
</ul>

<h3>Job Description</h3>
Job Description
Position Purpose To lead, mentor and direct customer success teams to ensure optimal customer experiences, drive customer satisfaction and ensure timely and effective CS processes. T Our Senior Director, Customer Success must manage all major order channels and processes, such that they can effectively understand KPIs, budget planning and management, necessary resource allocations, recommend process improvements, identify, plan and execute automation initiatives, and effectively and directly perform triage for process failures and escalations. This technology-driven role must also balance deep departmental knowledge with a broader understanding of cross-departmental operations and business goals, to effectively drive change across the organization. Being customer-centric, technologically innovative and assertive with a strong interpersonal skillset is critical for success in this role. Core Responsibilities &amp; Principle Accountabilities
<ul>
<li>Partner collaboratively &amp; build health relationships with individuals across the organization.</li>
<li>Keep up-to-date on the latest technology and CS trends.</li>
<li>Responsible for CS service expansions, including new CS support programs, new business plans and/or domains.</li>
<li>Responsible for sufficiently understanding and project managing technology and automation implementations. These must include system integrations through EDI, CXML and APIs, as well as automations through intention based chatbots, ERP workflows, AI/Agentic studios or other automation technologies for data processing, customer experience &amp; triage.</li>
<li>Responsible for leading system upgrades and conversions, where they impact CS processes or resources. This includes directing test plans, reviewing new processes and providing effective direction for optimization—it is critical to understand and plan initial implementations that have clear end-states, to avoid sub-optimization long-term.</li>
<li>Ongoing data analysis, statistical analysis &amp; reporting of CS metrics.</li>
<li>Effective budget management &amp; managing reasonable operational costs.</li>
<li>Define and implement team objectives. Develop specific short-term and long-term plans and programs, together with supporting budget requests.</li>
<li>Responsible for all resources and business performance of Customer Success, including effective hiring, training oversight and planning, incident resolution, attendance adherence, and throughput of all virtual and human resources.</li>
<li>Provide coaching to direct reports regarding management skills, motivational and accountability techniques, and effective process and automation development.</li>
<li>Develop plans for new technology.</li>
<li>Develop and implement corporate policy regarding customer initiatives.</li>
<li>Consult with all segments of management responsible for policy or action. Ensure compliance within area of responsibility.</li>
<li>Analyze data on a continual and ongoing basis for process improvement.</li>
<li>Implement ISO &amp; QA processes &amp; improvement efforts.</li>
<li>Responsible for all resources and business performance of Customer Success, including effective hiring, training oversight and planning, incident resolution, attendance adherence, and throughput of all virtual and human resources.</li>
<li>Provide coaching to direct reports with regard to management skills, motivational and accountability techniques &amp; effective process and automation development.</li>
<li>Develop new short-term and long-term business initiatives for CS, for continuous improvement (CI).</li>
<li>Personal review of every escalation and determination of additional CI requirements.</li>
<li>Regularly reviews team performance and reporting.</li>
<li>Work Travel when required, up to 10% of work availability.</li>
</ul>
Knowledge/Skills/Competencies
<ul>
<li>Effective budget management skills &amp; budgets.</li>
<li>Ability to draft proposals and statements of work</li>
<li>Ability to understand, plan and direct automations that depend on technologies commonly used in Customer Relationship Management</li>
<li>Ability to work overtime when needed.</li>
<li>Ability to work as an individual contributor as well as a strategic leader</li>
<li>Ability to support sales efforts that include CS support services</li>
<li>Ability to manage multiple projects simultaneously</li>
<li>Account management skills</li>
<li>Excellent presentation skills</li>
<li>Proven track record in Customer Service</li>
<li>Success in developing, motivating and leading a high-performance CS team</li>
<li>Strong customer focus</li>
<li>Strong focus on automation and technology</li>
<li>Ability to manage change</li>
<li>Team oriented</li>
<li>Excellent verbal communication skills</li>
<li>Problem solving skills</li>
<li>Ability to see the “big picture”</li>
<li>Ability to set goals and meet them</li>
<li>Ability to handle pressure and meet deadlines</li>
<li>Ability to analyze complex operational problems, develop innovative solutions, and align them with the organization’s strategic objectives.</li>
<li>Strong critical thinking skills.</li>
<li>Ability to read &amp; interpret documents</li>
<li>Ability to read &amp; understand financial statements.</li>
<li>Good organizational skills.</li>
<li>Project management skills</li>
</ul>
Education/Training/Experience
<ul>
<li>High School Diploma or equivalent experience.</li>
<li>College Degree or equivalent experience.</li>
<li>Master’s Degree helpful.</li>
<li>10+ years progressive CS or operations experience.</li>
<li>5+ years experience managing CS Teams.</li>
<li>ISO experience.</li>
</ul>
Technology
<ul>
<li>Must have advanced computer use skills
<ul>
<li>Highly proficient key board kills</li>
<li>Highly proficient with MS Office suite</li>
<li>General familiarity with PC triage, low-level troubleshooting, research, etc</li>
</ul>
</li>
<li>Highly proficient with CRM and ERP systems</li>
<li>Some exposure to automation technologies
<ul>
<li>EDI, CXML, APIs, Scripting</li>
<li>CRM-based SLA notifications</li>
<li>AI/Agentic studios, Workflows, etc</li>
</ul>
</li>
<li>Some exposure to analytics
<ul>
<li>Power BI</li>
<li>Jet Reports</li>
<li>Platform dashboards</li>
<li>Other Reporting tools</li>
</ul>
</li>
</ul>
Supervisory Responsibilities
<ul>
<li>CS Team Leads</li>
<li>CS Representatives</li>
</ul>

664 vice-president-call-center Jobs