This leader will take a hands-on approach to optimizing delivery methodologies, building high-performing global teams, and establishing scalable support systems that meet the demands of a growing customer base.
The Vice President will be instrumental in aligning cross-functional efforts across Sales, Product, and Engineering, while leveraging AI-driven insights and automation to improve time-to-value, onboarding outcomes, and support efficiency.
Success in this role requires strong strategic planning, operational excellence, and the ability to lead with vision and purpose in a fast-paced, customer-centric environment.

Requirements

10+ years of experience in software implementation, customer support, or professional services, with at least 5 years in a senior leadership role.
Demonstrated success in leading global, cross-functional teams across multiple time zones and cultures.
Proven ability to scale post-sales operations in a growth-oriented SaaS or enterprise software environment.
Strong strategic planning and execution skills, with experience managing departmental budgets and vendor relationships.
Experience leading transformation initiatives such as transitioning from traditional support models to scalable, cloud-based systems.
Deep expertise in implementation frameworks and customer success methodologies.
Experience working with AI-driven support tools, automation platforms, or self-service technologies (e.g., chatbots, predictive analytics, intelligent routing).
Ability to leverage AI and data science to drive operational efficiency, customer insights, and continuous improvement.
Familiarity with AI governance and ethical considerations in customer-facing applications.
Proficiency in CRM and support platforms (e.g., Salesforce Service Cloud, Zendesk), project management tools, and analytics dashboards.
Excellent communication, stakeholder management, and executive reporting skills.
Ability to drive continuous improvement through data analysis, KPIs, and customer feedback.
Must comply with and pass initial background check and drug screening, as well as subsequent background checks, drug screenings and vaccine requirements as required by customer contracts.
Ability to follow DI’s policies, procedures, system usage practices.
Must have unrestricted work authorization in the United States.

Benefits

medical
dental
vision
basic life insurance
paid holidays
paid time off
401(k) matching plan

Applicant Tracking System Keywords

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

Hard Skills & Tools

software implementationcustomer supportprofessional servicesstrategic planningoperational excellencepost-sales operationsimplementation frameworkscustomer success methodologiesdata analysisKPI management

Soft Skills

leadershipcommunicationstakeholder managementexecutive reportingstrategic executionvisionary leadershipcross-functional collaborationadaptabilitycustomer-centric approachcontinuous improvement