ABC Fitness

Vice President, Customer Support Strategy – Transformation

ABC Fitness

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$200,000 - CA$220,000 per year

Job Level

Lead

About the role

  • Partner with the SVP of Customer Support to define and execute the long-term strategy for a modern, AI-enabled global support organization
  • Lead the development and execution of an AI adoption roadmap across self-service, agent assist, and support workflows
  • Translate customer experience and operational goals into prioritized transformation initiatives leveraging AI and automation
  • Serve as executive sponsor for AI-driven initiatives, ensuring alignment between business objectives, technology teams, and delivery outcomes
  • Establish success metrics and operating rhythms to measure the impact of AI on customer experience, efficiency, and quality
  • Drive end-to-end transformation across global support operations, including call centers and digital support channels
  • Lead organizational change, including new workflows, agent enablement, and leadership readiness
  • Partner cross-functionally with Technology, Data, Product, and Compliance to deliver scalable and compliant solutions
  • Ensure responsible, ethical, and compliant use of AI in customer interactions
  • Influence vendor strategy and investment decisions related to contact center and AI platforms
  • Represent Customer Support strategy, transformation progress, and outcomes in executive forums

Requirements

  • 15–20+ years of progressive experience in Customer Support, Customer Operations, or related functions, with significant senior leadership experience in complex environments
  • Leadership experience running or significantly influencing Customer Support or Customer Operations organizations
  • Proven track record leading large-scale transformation initiatives (e.g., AI, automation, or operational modernization) within a support organization
  • Strong operational foundation in contact center environments or complex, multi-channel support models
  • Experience implementing or scaling AI, automation, or advanced technologies within a support organization
  • Ability to operate at both strategic and execution levels, translating vision into measurable outcomes
  • Demonstrated success leading cross-functional initiatives and large-scale organizational change
  • Strong executive presence with the ability to influence senior stakeholders and drive alignment
  • Experience defining and tracking operational metrics tied to customer experience and efficiency
Benefits
  • Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
  • Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
  • Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
  • Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
  • Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
  • Medical/Dental/Vision coverage
  • EAP – we get you help when you need it. Period.
  • Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
  • And more! – so many benefits we couldn’t even fit them all here!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
AI adoptionautomationtransformation initiativesoperational metricscontact center operationsmulti-channel supportorganizational changescalable solutionscustomer experience measurementleadership readiness
Soft Skills
leadershipinfluencecross-functional collaborationstrategic thinkingexecutive presencecommunicationalignmentchange managementproblem-solvingcustomer focus