Vice President – Transformation Services

SDKIntel

. Define and launch a portfolio of Transformation Services offerings, including AI and CX readiness assessments, customer-journey and workflow transformation, and future-state operating-model design .

Posted 9/22/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in transforming complex customer operations through AI and CX methodologies, delivering measurable business outcomes, and architecting integrated business solutions. Proven ability to lead multidisciplinary teams, engage with C-suite clients, and develop repeatable transformation offerings.

Highest-signal resume keywords

Transformation Services OfferingsAI Readiness AssessmentsCustomer Journey TransformationExecutive CommunicationBusiness Solution Architecture

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Transformation MethodologiesOperational Performance AnalysisDecision FrameworksGovernance StandardsBusiness Case DevelopmentAI IntegrationWorkflow AutomationP&L ManagementChange ManagementData Readiness

Soft Skills

Relationship BuildingStakeholder AlignmentFacilitation SkillsCommercial InstinctsLeadership

Tools & Technologies

AI TechnologiesCX Technology EcosystemAnalytics ToolsWorkflow TechnologiesProfessional Services Platforms

Industry Keywords

Customer OperationsTransformation CapabilityManaged ServicesOutsourced OperationsHigh-Consequence Environments

About the role

Key responsibilities & impact

Define and launch a portfolio of Transformation Services offerings, including AI and CX readiness assessments, customer-journey and workflow transformation, and future-state operating-model design
Create repeatable methodologies, diagnostics, decision frameworks, deliverables, governance standards, quality controls, engagement models, packaging, scopes, pricing, delivery standards, and go-to-market enablement
Build an initial team and flexible network of internal and external subject-matter experts while leading early lighthouse engagements
Diagnose complex and underperforming customer operations and translate ambiguity into prioritized transformation agendas
Lead executive discovery using customer-interaction data, operational performance, stakeholder interviews, journey analysis, and frontline insight
Determine where AI should automate work, augment human performance, or preserve human judgment and expertise
Redesign customer operations around AI and human expertise and define required organizational changes
Develop recommendations, business cases, target outcomes, and sequenced roadmaps
Stay engaged through implementation, operation, measurement, and optimization
Partner with Professional Services, Technology and Innovation, Sales, Client Success, Global Delivery, Product, Partnerships, workforce teams, and external partners
Evaluate build, buy, integrate, or optimize technology options and recommend client-ready solutions
Establish governance, decision rights, risk management, and value tracking
Own business solution architecture for transformation-led opportunities and support proposals, executive presentations, pricing, and statements of work
Create demand within the installed base and develop repeatable transformation-led sales plays
Evaluate emerging AI, CX, automation, analytics, and workflow technologies and prospective partners
Measure transformation outcomes and turn client learning into methodologies, benchmarks, offerings, proof points, and sales plays
Recruit, develop, and lead a multidisciplinary transformation team

Requirements

What you’ll need

12+ years of relevant experience
Demonstrated success transforming complex customer operations and delivering measurable business outcomes
Experience advising and constructively challenging C-suite clients
Experience aligning diverse stakeholders and translating ambiguity into clear decisions
Record of building a new capability and turning early client work into repeatable offerings, intellectual property, and commercial enablement
Strong commercial instincts and experience shaping, pricing, and closing complex opportunities
Experience owning or materially influencing revenue or P&L
Ability to architect integrated business solutions across transformation, technology, implementation, workforce, delivery, and partner capabilities
Fluency across AI and the CX technology ecosystem
Outstanding executive communication, presentation, facilitation, and relationship-building skills
Bachelor's degree or equivalent combination of education and relevant experience
Preferred: leadership experience in complex customer operations or deeply embedded contact-center advisory work
Preferred: experience launching and managing a transformation capability connected to professional services, technology platforms, managed services, or outsourced operations
Preferred: experience with AI readiness, data readiness, AI governance, enterprise change adoption, and regulated or high-consequence environments

Benefits

Comp & perks

Trusted, remote, and empathetic human expertise
Global reach and flexible workforce model
Agile, high-touch customer support solutions
Opportunities to build and lead a new capability
Senior strategic partnership with Sales and Client Success
Professional and commercial leadership opportunities