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Nymbus

VP, Digital Experience – AI Service Operations

Nymbus

. Define and execute the multi-year Digital Experience Center strategy, operating model, service architecture, and AI roadmap .

Posted 11/10/2026full-timeRemote • United StatesLead💰 $145,000 - $160,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading customer support operations with a focus on AI adoption, operational efficiency, and service excellence. Proven ability to manage large teams, drive strategic initiatives, and implement innovative support solutions in a financial services context.

Highest-signal resume keywords
Customer Support ManagementAI Adoption and IntegrationCCaaS Technology OversightOperational Efficiency MetricsTeam Leadership and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
AI Support PlatformsContact Center OperationsPredictive AnalyticsIVR/IVA SystemsSIP/VOIP IntegrationsService Growth IdentificationSupport Operations MetricsData Privacy ComplianceCost-to-Serve ModelingWorkforce Management
Soft Skills
Written and Oral CommunicationCollaborative ManagementCoaching and MentoringFlexibilityClient Relationship Management
Tools & Technologies
AI AgentsChatbot TechnologyOperational TelemetryFeedback Loop SystemsKnowledge Management Systems
Certifications & Qualifications
Lean Six Sigma CertificationData Science Qualification
Industry Keywords
Financial ServicesFintechCustomer Experience (CX)Regulatory ComplianceOperational Transformation

Tech Stack

Tools & technologies
VoIP

About the role

Key responsibilities & impact
  • Define and execute the multi-year Digital Experience Center strategy, operating model, service architecture, and AI roadmap
  • Own support economics, including cost per resolution, cost to serve, capacity, and trade-offs among cost, quality, and growth
  • Represent the client and end-user voice to senior leadership and define world-class service standards
  • Lead, develop, and scale the DXC organization and leadership bench
  • Recruit managers and specialists, design career paths and competency frameworks, and oversee hiring, training, onboarding, and coaching
  • Evolve the DXC into an AI-first support model and drive adoption of AI support platforms
  • Own build-versus-buy decisions, vendor relationships, AI voice and chat agent deployment, escalation logic, confidence thresholds, knowledge curation, and human-in-the-loop design
  • Establish AI support accuracy, compliance, quality, hallucination-control, and auditability standards
  • Build feedback loops from resolution failures, repeat contacts, and escalations into AI, workflow, and knowledge improvements
  • Build segment-calibrated service models and specialized routing and escalation frameworks across voice, chat, email, secure messaging, and AI chat
  • Serve as executive authority for sensitive client escalations and represent DXC performance in client business reviews
  • Drive client retention and expansion through predictive analytics, operational telemetry, and new service offerings
  • Partner with Product, Engineering, Risk & Compliance, Fraud, Implementation, Professional Services, and Client Partners
  • Lead platform, channel, and client implementations, including forecasting headcount, support levels, and training
  • Own support KPIs, DXC systems architecture, workforce management, operational efficiency, cadence, data, and reporting
  • Support broader Operations strategic initiatives and perform other duties as assigned

Requirements

What you’ll need
  • Bachelor's degree in Business or a technical discipline, or equivalent experience in a related field
  • Minimum of 10+ years of progressive customer support management experience, ideally overseeing a diverse portfolio of clients, with a minimum of 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 of leading and scaling support and CX teams of 50+ people
  • Prior banking or broader financial services experience, including fintech
  • Prior oversight of onshore contact center teams, with experience operating CCaaS technology for chat, chatbot, voice, and email support
  • Prior experience implementing and integrating systems to build a cohesive support experience
  • Prior experience with IVR/IVA systems and SIP/VOIP integrations
  • Demonstrated ability to identify service growth opportunities and build the business case 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 model to executive leadership
  • Well-developed written and oral communication skills, collaborative management and coaching style, and ability to communicate effectively at every organizational level, including client executives
  • Flexibility with work schedule and willingness to travel as necessary
  • Preferred: experience leading significant operational transformation, particularly AI adoption or process modernization at scale
  • Preferred: AI fluency and hands-on experience deploying and improving AI or automation in a live support environment
  • Preferred: Lean Six Sigma certification or equivalent process improvement experience, and/or a data science qualification or background
  • Preferred: banking compliance and fraud experience
  • Preferred: experience building or running specialist-tier or enterprise escalation teams
  • Preferred: experience scaling a multi-tenant support operation while headcount grows more slowly than the business
  • Preferred: record of building feedback loops between support signal and product roadmap
  • Preferred: experience with call center workforce planning and cost-to-serve modeling

Benefits

Comp & perks
  • Annual cash bonus and equity eligibility, if applicable
  • Remote Work Environment
  • 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, Pet Insurance
  • Employee Assistance Programs [EAP]
  • Wellness programs
  • Growth and development programs