Vice President, Customer Service Sales Operations

Icon • Scottsdale, AZ

316d • $180,000 - $260,000 • Remote

About The Position

Fender Musical Instruments Corporation is searching for a VP, Customer Service and Sales Operations based in Scottsdale, AZ. This role will create, own and drive our goal of providing effortless customer experience with our consumers and our network of dealers while fueling increased sales.

Requirements

• Bachelor's degree in Business Administration, Operations Management, Information Systems, or a related field (MBA or equivalent advanced degree preferred).
• 10+ years of experience leading customer service, sales operations, or related functions, with at least 5 years in senior leadership roles.
• Proven track record of successfully implementing AI-driven solutions and digital transformation initiatives within customer service or sales operations.
• Excellent communication and interpersonal skills with the ability to build long-lasting and effective business relationships.
• Strong background in process improvement and change management methodologies.
• Significant experience in managing and directing remote teams.

Responsibilities

• Develop and execute the customer service and sales operations strategy aligned with business goals, focusing on digital transformation and AI adoption.
• Drive initiatives to improve customer satisfaction, retention, and loyalty through innovative use of technology.
• Lead the evaluation, selection, and implementation of AI tools to enhance customer service and streamline sales operations.
• Partner with IT, marketing, and product teams to ensure technology implementations align with broader business objectives.
• Ensure ethical AI practices and data privacy compliance across all customer interactions.
• Identify opportunities to automate repetitive tasks, improve response times, and personalize customer interactions using AI-driven solutions.
• Oversee optimizing sales processes, order management, and post-sale support to improve efficiency and scalability.
• Develop and monitor key performance indicators (KPIs) to measure the success of customer service and operations initiatives.
• Ensure robust training programs for staff on new tools and systems.
• Additional duties as assigned.

Benefits

• Medical insurance
• Dental insurance
• 401(k)
• Paid time off
• Equipment purchase program

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree