VP Customer Operations

TechSee • New York, NY

19d • Hybrid

About The Position

TechSee is the global leader in AI-powered visual assistance, fundamentally changing how humans and machines interact to solve complex real-world problems. Our Visual AI platform—trusted by dozens of Fortune 500 enterprises, including Vodafone, ADT, and Altice—combines computer vision, augmented reality, and conversational AI to resolve millions of support interactions every year. Backed by powerhouse investors like Salesforce Ventures, Telus, and Scale Venture Partners, we are building the future of autonomous, multi-sensory customer support. The opportunity: We are launching a new groundbreaking, consumer-facing AI initiative that helps solve the problems that plague households with connected devices , and we are seeking a visionary VP Customer Operations to architect, build, and lead it from the ground up. This is a unique executive opportunity designed for a seasoned leader who has spent years running large-scale service operations, client services, or CX at scale within major telecom operators or enterprise service providers. You know firsthand where traditional support models break, what the metrics hide, and exactly what it takes to drive meaningful resolution and reduce cost-to-serve. As VP Customer Operations, you will have ownership of how customers experience this new solution, from initial service design through seamless delivery and measurable business outcomes. Operating at the critical intersection of Product, AI, and Go-To-Market, you will be the driving force shaping our operational strategy, building a world-class team, and translating revolutionary AI capabilities into elite, enterprise-grade 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