VP Customer Operations

TechSee • New York, NY

5d • Hybrid

About The Position

TechSee is seeking a visionary VP Customer Operations to architect, build, and lead a new groundbreaking, consumer-facing AI initiative from the ground up. This executive opportunity is designed for a seasoned leader with extensive experience running large-scale service operations, client services, or CX at scale within major telecom operators or enterprise service providers. The role involves owning the customer experience for this new solution, from initial service design through seamless delivery and measurable business outcomes. Operating at the intersection of Product, AI, and Go-To-Market, the VP will shape operational strategy, build a world-class team, and translate AI capabilities into elite customer success.

Requirements

• Senior leadership experience running customer service, client services, or CX operations at scale, ideally in connected home, device care, telecom, or a comparable service-heavy environment.
• A track record of turning service operations into measurable business results.
• Experience building and leading teams through growth and change.
• A clear point of view on how AI is reshaping service delivery, and how to do it well.
• Comfortable moving from strategy to execution in a fast environment.

Nice To Haves

• Experience with contact centers, smart home support.
• Background working with or inside large enterprise service providers.
• Experience standing up a new function or division from scratch (0 to 1).

Responsibilities

• Architect & Scale the Service Delivery Model: Design and execute the end-to-end service delivery framework for the new division, optimizing every touchpoint from customer onboarding to resolution and long-term retention.
• Translate cutting-edge Visual & Generative AI capabilities into tangible business outcomes, driving key operational metrics including resolution rates, containment, cost-to-serve, and CSAT.
• Build a highly scalable, non-linear operating model tailored for tier-1 enterprise service providers, driving exponential growth without proportional headcount expansion.
• Build, Lead & Inspire a High-Performing Team: Recruit, mentor, and develop a world-class team spanning service operations, CX, and customer solutions.
• Establish the division’s operational rhythm, defining performance benchmarks, governance, and continuous improvement methodologies.
• Bridge Product, AI, and the Field: Partner closely with Product and AI engineering teams to align our product roadmap with the practical, real-world pain points of large-scale service organizations.
• Infuse deep domain expertise and operator empathy into the product development lifecycle to ensure our tech solves actual frontline challenges.
• Serve as a trusted executive sponsor for key customer and partner relationships, leveraging your industry credibility to champion our vision and secure strategic alignment.

Benefits

• Hybrid Flexibility: Enjoy a collaborative team presence in our NY hub combined with flexible remote days, giving you true ownership over your work-life balance.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed