Vp Jobs

About The Position

Requirements

• 10+ years in Customer Service, Contact Center Operations, Product Support Operations, or a related function.
• 5+ years in a senior leadership role.
• Experience building and leading support at a company where hardware and software are inseparable.
• Experience standing up or running contact center or call center operations, including call routing, triage, and escalation management.
• A track record of implementing AI and automation into support workflows (shipping and operating, not just evaluating vendors).
• Proven ability to lead a function through transformation, rebuilding it for the next scale.
• Strong strategic instincts, understanding the 'why', using data to drive upstream change, and ability to bring leadership along.

Nice To Haves

• Experience in a start-up environment and large multi-national companies.
• Background in a consumer, customer-centric environment where contact center success directly impacts company brand.

Responsibilities

• Own the support function end to end, setting the strategy and vision for product support across Inspiren's hardware and software ecosystem.
• Define key metrics, build scalable infrastructure linking corporate systems, and drive cross-functional relationships to translate support insights into upstream improvements.
• Design and build the operational backbone for Inspiren's expansion into new markets and care settings, including standing up a world-class contact center operation from scratch (call routing, triage, escalation protocols).
• Architect systems for reliable and scalable contact center operations.
• Use systems performance and failure data to identify patterns, anticipate issues, and drive proactive action.
• Establish monitoring and alerting infrastructure to shift from reactive response to early detection.
• Lead the implementation of AI and automation in contact center operations, including agentic-AI, to automate customer service, enhance agent productivity, and analyze interactions in real-time.
• Serve as a strategic voice at the leadership table, translating operational signals into business insights and shaping the company's approach to customer experience at scale.
• Balance customer needs with customer wants and ensure these insights are fed back into product development and enhancement.
• Lead and develop a high-performing team through coaching, clear ownership, and a culture of operational excellence.

Benefits

• Competitive Pay (Strong base salary + variable)
• Equity & Upside
• Growth & Recognition (Semi-annual reviews)
• Investment in AI tooling and company-wide training
• Global Team, NYC Growing
• Comprehensive medical, dental, and vision coverage (U.S.-Based Employees)
• Flexible PTO, 5 paid sick days per year, and company-observed holidays (U.S.-Based Employees)
• 401(k) retirement plan (U.S.-Based Employees)
• Up to 12 weeks of paid parental leave (U.S.-Based Employees)