Vice President of Customer Operations

Invue - Charlotte, NC

Full-time - Executive

Charlotte, NC

Administrative and Support Services

About the position

The Vice President of Customer Operations at InVue will be a key member of the Executive Leadership Team, reporting directly to the CEO. This role is pivotal in developing and leading global B2B customer care and supply chain operations for a mid-sized, fast-growing IoT company. The VP will oversee a large team across multiple countries, focusing on delivering exceptional customer experiences and driving operational excellence in customer service and supply chain management.

Responsibilities

• Lead an organization of 65+ FTEs across 3 countries in customer support, key account management, customer program management, technical support, field installation/service, and supply chain.
• Drive standardization and evolution of the global customer care organization.
• Develop and lead global customer service initiatives to support hardware and software market expansion.
• Identify opportunities to enhance the 24/7 service organization for high-quality customer service.
• Utilize metrics to measure customer-focused teams and ensure world-class service delivery.
• Build an organization focused on client success for connected hardware and software products.
• Partner with product and sales teams to monetize service offerings and operations.
• Serve as a thought leader to develop strategies that enhance customer satisfaction.
• Collaborate with sales and marketing to create sales enablement tools that drive service revenue.
• Lead and expand the customer program management team to scale key strategic accounts.

Requirements

• Bachelor's degree in business administration, supply chain management, or a related field.
• 12+ years of professional experience, including 7+ years in B2B global customer service and supply chain leadership roles.
• Experience managing people and processes, including remote international teams.
• Experience in building and leading monetization of global services.
• Experience in 24/7 global hardware-software customer service, field installation, and account management.
• Proven ability to plan and manage operational processes for maximum efficiency and productivity.
• Ability to create, streamline, and implement new processes and structures.
• Strong collaboration skills with individuals at all levels of an organization.
• Demonstrated global team leadership experience with constructive feedback capabilities.
• Strong attention to detail and follow-through on actions.
• Ability to manage multiple demands with urgency and energy.
• Excellent executive presence and communication skills.