SVP, Global Customer Service and Operations

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Swooped
United States, US
  • Hardware
  • FullTime
  • Applications have closed

About The Role

Our client is seeking a bold and visionary SVP, Global Operations & Servicesto lead, elevate, and transform its global service organization into a world-class, customer-obsessed powerhouse. The company is reshaping the future of corporate travel and expense, and radical customer care is its ultimate differentiator.

Reporting to the COO, this individual will be a proven operator and innovator, critical to driving unparalleled customer support and operational excellence at a massive global scale.

Key Responsibilities

  • Define and Execute Global Strategy: Redefine the vision and strategy for a world-class Global Operations and Service (GO&S) organization, leading large-scale transformation initiatives to deliver exceptional and seamless customer experiences across every channel.

  • Pioneer Tech and AI Deployment: Own the deployment of Generative AI and automation technologies to accelerate problem resolution, deliver proactive support, and achieve step-change improvements in service quality and velocity.

  • End-to-End Operational Ownership: Oversee all service operations – from front-line travel agents to back-office reconciliation – while establishing robust capacity planning, budgeting, and performance on key metrics (CSAT, NPS, SLA).

  • Drive Strategic Alignment: Foster a unified, customer-centric operating model by securing strategic alignment across key executive functions: Product, Engineering, Sales, and Customer Success.

  • Build an Award-Winning Team: Cultivate a high-performing global team and champion a “customer first, always” mindset to elevate the organization’s support into an award-winning, best-in-class organization.

Required Qualifications

  • 12 years in Global Operations/Customer Service, with at least 8 years in senior leadership roles within high-growth, tech-forward organizations.
  • Proven ability to scale a global customer support function that consistently delivers best-in-class CSAT and NPS in a fast-paced environment.
  • Track record of leading transformation at scale while delivering measurable improvements in both customer satisfaction and operational excellence.
  • Deep expertise in service strategy, process design (ex. Lean, Six Sigma), and leveraging predictive analytics and emerging technologies (GenAI).
  • Exceptional communicator with a consultative, cross-functional approach and experience working across regions and time zones.
  • Comfortable navigating high-growth ambiguity, fast decision-making, and resource allocation in evolving markets.
  • Extensive domestic and international travel required.

Preferred Qualifications

  • Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related field; MBA or equivalent preferred.
  • Experience in tech-based global distribution or transactional systems (eg. Fintech, SaaS or a diversified conglomerate).
  • Experience building global support hubs and multilingual, multicultural support teams.

Salary Range

$255,000—$400,000 USD

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

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