VP, Digital Experience & AI Service Operations

Nymbus, Inc.

11h • $145,000 - $160,000 • Remote

About The Position

Nymbus is seeking a Vice President, Digital Experience & AI Service Operations to define and lead the multi-year strategy for supporting financial institution clients and their end users. The role owns the end-to-end support experience delivered through the hybrid Digital Experience Center (DXC), across phone, email, secure messaging, and chat, in a multi-tenant environment serving regulated institutions. It leads the DXC organization and the human and AI workforce operating alongside it.

The VP will build an AI-first support model in which people focus on complex, high-value interactions requiring banking expertise, judgment, and relationship depth, while AI resolves routine work at scale. The role sets service-quality standards, owns support economics, identifies new service offerings that create client value and revenue, and positions support as a competitive advantage. The position reports to the SVP, Banking Operations and partners with Product, Engineering, Client Partners, Risk & Compliance, and Fraud, while presenting results and strategy to executive leadership.

This is a remote-first position based in the United States. Travel is expected for client engagements, partner meetings, and team gatherings, with flexibility to work across time zones. The role leads organizational development, AI-support architecture, segment-calibrated service, retention and service growth, cross-functional alignment, and scalable operational systems.

Requirements

• Bachelor's degree in Business or a technical discipline, or equivalent experience in a related field.
• 10+ years of progressive customer support management experience, ideally overseeing a diverse portfolio of clients, including at least 5 years in a SaaS-specific industry.
• 5–7 years of experience leading call/contact center operations (CCaaS), with direct people leadership experience.
• 5+ years of experience managing remote teams.
• Proven track record leading and scaling support and CX teams of 50 or more people.
• Prior banking or broader financial services experience, including fintech.
• Prior oversight of onshore contact center teams and experience operating CCaaS technology for chat, chatbot, voice, and email support.
• Experience implementing and integrating systems to build a cohesive support experience.
• Experience with IVR/IVA systems and SIP/VOIP integrations.
• Ability to identify service growth opportunities and build business cases for optimal or additional service offerings.
• General understanding of how AI agents work in support, including escalation to people and dependence on quality knowledge content.
• Working knowledge of the regulatory context for financial institution servicing, including complaint handling, consumer protection, and data privacy expectations.
• Strong command of support operations metrics and analytical rigor to defend the support model to executive leadership.
• Well-developed written and oral communication skills, a collaborative management and coaching style, and ability to communicate with people at every organizational level, including client executives.
• Flexibility with work schedule and willingness to travel as necessary.

Nice To Haves

• Experience leading significant operational transformation, particularly AI adoption or process modernization at scale.
• AI fluency, including hands-on experience deploying and improving AI or automation in a live support environment, such as virtual agents, agent assist, or intelligent routing or triage.
• Lean Six Sigma certification or equivalent process improvement experience, and/or a data science qualification or background.
• Banking compliance and fraud experience.
• Experience building or running specialist-tier or enterprise escalation teams.
• Experience scaling a multi-tenant support operation while headcount grows more slowly than the business.
• A record of building feedback loops between support signals and product roadmaps that changed priorities, not only reported issues.
• Experience with call center workforce planning and cost-to-serve modeling.

Responsibilities

• Define and execute the multi-year DXC strategy, including its operating model, service architecture, and AI roadmap.
• Own support economics, including cost per resolution, cost to serve, and capacity; balance cost, quality, and growth and present trade-offs to executive leadership.
• Represent client and end-user needs to senior leadership and establish the standard for world-class service at Nymbus.
• Lead, develop, and inspire the DXC organization; build a scalable leadership bench and guide teams through changes to roles and workflows.
• Recruit managers and specialists, foster continuous improvement, psychological safety, and AI curiosity, and develop career paths, competency frameworks, and enablement for changing roles.
• Oversee DXC hiring, training, onboarding, and coaching in partnership with the Senior Director, DXC on occupancy, capacity, and headcount.
• Move quality and coaching toward resolution effectiveness, using AI-assisted review.
• Own the strategy and execution for an AI-first support model, including AI platform evaluation and adoption, build-versus-buy decisions, and vendor relationships.
• Deploy AI voice and chat agents for multi-step banking workflows and set governance for escalation logic, confidence thresholds, knowledge curation, and human-in-the-loop design.
• Define when AI resolves, assists, or hands off interactions; ensure handoffs preserve context; and build agent-assist tools such as real-time suggestions and automated summaries.
• Establish accuracy, compliance, and quality standards for AI-delivered support, including hallucination controls and auditability.
• Use resolution failures, repeat contacts, and escalation patterns to improve AI behavior, workflows, and knowledge content.
• Build service models suited to client segment, size, and complexity, balancing AI-first efficiency with high-touch expertise.
• Design specialized routing and escalation frameworks and manage consistent service levels across voice, chat, email, secure messaging, and AI chat.
• Serve as executive authority for high-sensitivity client escalations and critical client moments, own resolution and relationship durability, and represent DXC performance in client business reviews.
• Own support's contribution to client retention and expansion; use predictive analytics and operational telemetry to identify emerging needs and client risks.
• Identify and size financial and revenue opportunities for service offerings, develop business cases with Client Partners, Product, and executive leadership, and connect offerings to cost and staffing models.
• Work with Client Partners to make support a measurable input to client retention and growth.
• Partner with Product and Engineering to turn support signals into evidence for AI capabilities, configuration, governance, and roadmap priorities.
• Partner with Risk & Compliance and Fraud to incorporate regulatory, complaint-handling, and fraud-prevention requirements into support workflows, AI behavior, and quality standards.
• Coordinate with Implementation, Professional Services, and Client Partners to deliver a seamless client lifecycle experience.
• Lead new platform and channel implementations and support new client implementations, forecasting headcount, support levels, and training.
• Set and own the support KPI framework, including deflection quality, containment, AI resolution accuracy, cost per resolution, outcome-based CSAT, SLA performance, and first contact resolution.
• Own the DXC systems architecture across CCaaS, IVR/IVA, CRM, knowledge management, workforce management, and AI support tooling.
• Lead workforce management that forecasts demand across human and AI channels and supports intelligent staffing and intraday decisions.
• Maintain the Operations efficiency log, reduce manual workarounds, and establish operating cadence, data, and reporting for trusted visibility into support performance.
• Support the broader Operations team in delivering its strategic initiatives and perform other duties as assigned.

Benefits

• Annual cash bonus and equity eligibility, if applicable.
• Health, dental, and vision insurance, including HSA/FSA/DCA.
• 401(k) plan.
• Flexible time off and company holidays.
• Additional paid volunteer day.
• Supplemental insurance programs, including voluntary life, accident, critical illness, and pet insurance.
• Employee Assistance Programs (EAP).
• Wellness programs.
• Growth and development programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive