VP, Consumer Operations

Prodege•El Segundo, CA

21h

About The Position

The VP, Consumer Operations is a C-suite-adjacent executive leader accountable for the vision, strategy, P&L, and operating model of Prodege’s global member support ecosystem. This role elevates support beyond service delivery—positioning it as a strategic driver of member trust, retention, product quality, and operational efficiency. This leader defines how millions of members engage with Prodege through scalable global operations, intelligent automation, and AI-driven workflows, while embedding Voice-of-the-Member insights into product, policy, and business decisions. The role ensures systemic issues are addressed at the root and that the member experience becomes a measurable competitive advantage. With full ownership of support P&L and long-term technology and workforce strategy, this leader partners across the executive team to influence enterprise decisions impacting member lifetime value, brand equity, and growth. Prodege: A cutting-edge marketing and consumer insights platform, Prodege has charted a course of innovation in the evolving technology landscape by helping leading brands, marketers, and agencies uncover the answers to their business questions, acquire new customers, increase revenue, and drive brand loyalty & product adoption. Bolstered by a major investment by Blackstone in Q1 2026, Prodege looks forward to more growth and innovation to empower our partners to gather meaningful, rich insights and better market to their target audiences. As an organization, we go the extra mile to “Create Rewarding Moments” every day for our partners, consumers, and team. Come join us today!

Requirements

Bachelor's degree in Business, Operations, Analytics, or related fields.
Fifteen or more (15+) years of progressive leadership in customer/member support, service operations, or CX, with eight or more (8+) years leading leaders (Directors, Sr. Directors) in global, multi-region environments.
Proven track record of owning a P&L of $10M+ and delivering measurable cost optimization while improving quality and member satisfaction.
Demonstrated success in architecting and scaling global support organizations in high-growth, complex technology or platform environments.
Deep expertise in automation, AI-driven support strategy, and enterprise-level technology transformation (Zendesk, Salesforce, or equivalent platforms).
Executive-level influence skills with a track record of partnering with C-suite leaders, presenting to boards, and driving cross-functional alignment at the enterprise level.
Experience owning global governance frameworks, compliance programs, and operating in regulated or risk-sensitive environments across multiple jurisdictions.
Strong strategic and analytical capabilities with a track record of translating data into board-level insights and measurable business outcomes.
Exceptional executive communication skills—written, verbal, and presentational—with the ability to synthesize complex operational realities into clear strategic narratives.

Nice To Haves

MBA or advanced degree in Business, Operations, Analytics, or related fields.
Experience managing global BPO/vendor ecosystems with $5M+ in annual spend and multi-partner governance models.
Background in product-adjacent executive roles (CX, product operations, insights, platform operations, or digital transformation).
Experience scaling intelligent automation beyond native platform capabilities, including custom AI/ML solutions.
Deep familiarity with global regulatory frameworks (GDPR, CCPA, consumer protection, data privacy) and experience navigating regulatory audits.
Prior board-level or executive committee presentation experience.
Track record of building and retaining high-performing executive teams across geographies and cultures.

Responsibilities

Own global support strategy and P&L, aligning cost-to-serve with growth and member experience outcomes
Scale operations through AI, automation, and technology enablement
Elevate Voice-of-the-Member as a core driver of product and business decisions
Ensure global governance, risk, and compliance across all support operations
Build and lead a high-performing, scalable global organization
Drive executive alignment and cross-functional impact on member-facing initiatives
Own the global support P&L, including workforce, BPO, and technology investments, with accountability for cost-to-serve and ROI. Present budget strategy and investment cases to the CFO and executive committee.
Define the multi-year global support strategy, including organizational design, technology roadmap, and operational scalability aligned to board-level growth targets.
Design a scalable global operating model across in-house teams, BPO partners, automation, and self-service, with clear cost-quality trade-offs.
Partner with the CEO, COO, CPO, and CTO to align support strategy with product, market, and business growth plans.
Serve as the executive voice of the members in strategic planning.
Establish and report on executive-level KPIs and OKRs that tie support performance to business outcomes (retention, LTV, NPS, cost-to-serve, deflection).
Own the enterprise automation and AI strategy across all support channels, including AI-driven workflows, bots, guided flows, predictive routing, and self-service ecosystems.
Drive the long-term technology vision beyond Zendesk-native capabilities, evaluating and investing in next-generation platforms, AI/ML models, and integrations with product, data, and engineering systems.
Deliver measurable improvements in deflection, speed, consistency, and cost-to-serve through technology and automation initiatives.
Partner with the CTO and VP of Engineering to ensure support technology is architected for scale, reliability, and data-driven decision-making.
Build and lead a Voice-of-the-Member program to identify systemic friction, product gaps, and revenue-impacting trends.
Deliver board-level and executive committee insights that shape product roadmaps, policy decisions, investment priorities, and market strategy.
Influence C-suite peers and cross-functional VPs to prioritize member-impacting improvements, reduce repeat contact drivers, and close the loop on systemic issues.
Establish closed-loop feedback mechanisms that quantify the business impact of member experience improvements.
Establish and own global governance frameworks for credits, refunds, exceptions, escalations, and fraud prevention with clear risk controls and audit-ready documentation.
Ensure compliance across multiple jurisdictions (US, UK, Germany, India, Greece, and expansion markets) including GDPR, consumer protection, and data privacy regulations.
Partner with the General Counsel, Chief Compliance Officer, and VP of Risk to proactively identify, assess, and mitigate emerging regulatory or operational risks.
Represent the support function in regulatory audits, risk reviews, and enterprise compliance initiatives.
Lead a global leadership team of Sr. Directors, Directors, Senior Managers, and Regional Heads across multiple markets and time zones.
Build deep succession pipelines at the Director+ level, develop executive-ready talent, and cultivate a culture of accountability, empathy, innovation, and continuous improvement.
Own workforce planning, headcount strategy, global staffing models, and organizational design—presenting plans and trade-offs to the executive committee.
Serve as an executive sponsor for DEI, employee engagement, and leadership development within the global support organization.
Serve as a standing member of the executive leadership team, contributing to enterprise-wide strategy beyond the support function.
Represent Prodege at industry conferences, partner forums, and with strategic vendors at the executive level.
Build and maintain executive relationships with key BPO partners, technology vendors, and industry peers.
Drive cross-functional alignment across Product, Engineering, Marketing, Finance, Legal, and Compliance on member-impacting initiatives.
Performance Management: setting and managing goals, on-going coaching, corrective action, annual reviews, rewards/recognition, and team/individual development
Employee Life Cycle Management: headcount forecasting, job descriptions, recruiting/hiring, termination
Governance: ensuring compliance to company policy/practice (e.g. attendance, behavior, workplace attire), ensuring compliance to employment law (e.g. time keeping, anti-harassment and diversity)
Leadership: ensures availability to staff, team building, building rapport with individuals, encouraging strong collaborative relationships between individuals and departments, facilitating a healthy work/life mix, solicits and applies feedback (internal and external to team), self-improvement as a leader/manager of people
Culture Ambassador: proactively demonstrate and cultivate a culture of cooperative collaboration, strong work ethic, solutions-orientation, quality focus, results-orientation, relaxed/enjoyable atmosphere, team- and individual- celebration, and company/product pride