Position Overview
The Senior Vice President of Customer Success will lead the strategic transformation and operational excellence of Ashley's global customer service organization. This executive role will spearhead the consolidation of customer service teams across retail, e-commerce, and international divisions while implementing unified technology solutions and standardized processes to deliver exceptional customer experiences.
Key Responsibilities
Strategic Leadership & Transformation
- Develop and execute a comprehensive strategy to consolidate multiple customer service operations into a unified, global organization
- Lead the selection and implementation of enterprise-wide customer service technology platforms
- Create and maintain standardized processes and KPIs across all customer touchpoints
- Drive digital transformation initiatives to enhance customer experience and operational efficiency
Operational Excellence
- Oversee daily operations of global customer service teams
- Establish and monitor performance metrics, quality standards, and customer satisfaction goals
- Develop and implement best practices for customer engagement across all channels
- Optimize resource allocation and workforce management strategies
Team Development & Culture
- Build and lead high-performing customer success teams across multiple locations
- Create a customer-centric culture that drives excellence in service delivery
- Develop training programs and career advancement opportunities
- Foster collaboration between customer service and other business units
Technology & Innovation
- Lead the evaluation and implementation of customer service technologies
- Ensure seamless integration of systems across all business units
- Drive automation and AI initiatives to improve efficiency
- Develop data analytics capabilities to enhance decision-making
Required Qualifications
Education & Experience
- Bachelor's degree required; Master's degree preferred in Business Administration or related field
- 15+ years of progressive customer service leadership experience
- Proven track record of leading large-scale organizational transformations
- Experience managing multi-location, global customer service operations
Technical Skills
- Strong understanding of customer service technologies and platforms
- Experience with CRM and Order Management systems, contact center technologies, and digital service channels
- Data analytics and reporting expertise
- Project management and process improvement methodologies
Leadership Competencies
- Exceptional strategic thinking and execution abilities
- Strong change management and transformation leadership skills
- Executive presence and ability to influence at all levels
- Excellence in cross-functional collaboration
- Financial acumen and budget management expertise
Travel Requirements
- 30-40% travel required domestically and internationally