Vice President, Customer Service Sales Operations

Summary

Join Fender Musical Instruments Corporation as their VP, Customer Service and Sales Operations in Scottsdale, AZ! This role will focus on creating and driving an effortless customer experience for both consumers and dealers, while simultaneously boosting sales. You will develop and execute customer service and sales operations strategies, leveraging digital transformation and AI. Leading the implementation of AI tools to enhance customer service and streamline sales operations is key. Collaboration with various teams and ensuring ethical AI practices are crucial aspects of this position. Success will be measured through key performance indicators (KPIs). This is a senior leadership role requiring significant experience in managing remote teams and implementing AI-driven solutions.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, Information Systems, or a related field
• 10+ years of experience leading customer service, sales operations, or related functions, with at least 5 years in senior leadership roles
• Proven track record of successfully implementing AI-driven solutions and digital transformation initiatives within customer service or sales operations
• Excellent communication and interpersonal skills with the ability to build long-lasting and effective business relationships
• Strong background in process improvement and change management methodologies
• Significant experience in managing and directing remote teams

Responsibilities

• Develop and execute the customer service and sales operations strategy aligned with business goals, focusing on digital transformation and AI adoption
• Drive initiatives to improve customer satisfaction, retention, and loyalty through innovative use of technology
• Lead the evaluation, selection, and implementation of AI tools to enhance customer service and streamline sales operations
• Partner with IT, marketing, and product teams to ensure technology implementations align with broader business objectives
• Ensure ethical AI practices and data privacy compliance across all customer interactions
• Identify opportunities to automate repetitive tasks, improve response times, and personalize customer interactions using AI-driven solutions
• Oversee optimizing sales processes, order management, and post-sale support to improve efficiency and scalability
• Develop and monitor key performance indicators (KPIs) to measure the success of customer service and operations initiatives
• Ensure robust training programs for staff on new tools and systems
• Additional duties as assigned

Preferred Qualifications

MBA or equivalent advanced degree

Benefits

• Medical
• Dental
• 401(k)
• Paid time off
• An equipment purchase program