Vice President, Digital Experience & AI Service Operations
confidentialDetroit (MI)
Vice President, Digital Experience & AI Service Operations
Posted 4 days ago
confidentialDetroit (MI)
SENIORITY
Manager
About the role
Vice President, Digital Experience & AI Service Operations
About the Company:
Core banking modernization company Industry
Capital Markets Type
Privately Held Founded
2015 Employees
201-500 Funding
$101-$200 million CategoriesFinancial Vehicles
Investing
REITs
Finance
Insurance
Funds
Information Technology & Services
Consulting & Professional Services
Technology
Banking & Mortgages Specialtiesbanking technology
banking software
digital banking
financial technology
core banking
fintech
finserv
banking as a service
baas
niche banking
niche marketing
onboarding
lending
digital-only banks
and marketing services
marketing services
modern core
cloud-based
launching digital brands
and core conversion
About the Role:
The Company is seeking a Vice President of Digital Experience and AI Service Operations to define and lead the strategy for client and end-user support in a regulated financial services environment. The role will lead and scale a hybrid service organization, balancing human expertise for complex interactions with AI-enabled support for routine needs. Responsibilities include setting service strategy and operating standards, managing support economics and performance, and overseeing AI tools, channels, systems, and governance. The leader will also drive service quality, client retention and growth, resolve sensitive escalations, and partner across product, engineering, risk, compliance, fraud, and client-facing teams to improve the support experience. Candidates should have a bachelor’s degree in business or a technical discipline, or equivalent relevant experience, and at least 10 years of progressive customer support leadership, including five or more years in SaaS and substantial contact center and remote-team leadership. Experience scaling support organizations of 50 or more, along with banking, financial services, or fintech experience, is required. Applicants should bring expertise in contact center operations and technology, support systems integration, IVR or virtual agent systems, operational metrics, and financial services servicing requirements. A general understanding of AI-enabled support is required; hands-on AI implementation, operational transformation, process improvement credentials, and workforce planning experience are preferred. Hiring Manager Title
SVP, Banking Operations FunctionsOperations
Strategy
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