Vice President of Global Customer Solutions and Shared Services

Summary

Join Velocity Global as the Vice President of Global Customer Solutions and Shared Services, a hybrid role based in Palo Alto, CA. You will lead and develop a high-performing team overseeing global benefits, immigration, a delivery center, training, and support functions. Collaborate with internal teams to deliver exceptional service to global teams and customers. Drive operational excellence, implement innovative solutions, and achieve key performance indicators (KPIs). This leadership position requires extensive experience in customer operations management, leading shared services, and developing people and processes. The successful candidate will possess strong strategic, analytical, and leadership skills.

Requirements

• A proven track record in customer operations management with an understanding of market dynamics and operational strategy
• 15+ years of business experience (international business preferred), including 10+ years within a client services division
• 10+ years of experience leading teams, developing people and processes
• Extensive experience leading shared services organizations, with a focus on both operational excellence and customer satisfaction
• An ability to innovate and implement unique solutions that address complex operational challenges
• A strong strategic, analytical, and metric-driven mindset, with the ability to interpret data to drive business decisions
• A proven ability to lead, inspire, and collaborate effectively with both internal and external stakeholders
• A bachelor's degree in a related field, or equivalent work experience

Responsibilities

• Collaborate with Client Experience, Employee Experience, Payroll, Finance, and other internal teams to provide high-quality service support to both global teams and customers
• Develop and implement organizational strategies that drive operational excellence, ensuring both optimal cost efficiency and high customer satisfaction
• Lead talent planning and development efforts, including hiring, coaching, and managing a high-performing team that aligns with company goals
• Champion the customer perspective, fostering a customer-centric culture across operations to continually enhance the customer experience
• Drive continuous improvement by working closely with functional leaders to streamline processes and improve organizational efficiencies
• Oversee and achieve key performance indicators (KPIs) across five critical operational functions: Global Benefits Operations, Global Immigration Operations, Global Delivery Center (Shared Services), Customer Education and Internal Training, L1 and L2 Support

Benefits

• Flexible Time Off + Parental Leave
• Health and Dental Insurance (where applicable)
• Retirement Savings + Employee Incentive Plan
• WFH Stipend
• Company Bonus + Spot Bonuses