[Remote] VP of Customer Service Transformation

Note: The job is a remote job and is open to candidates in USA. Terrapin Ridge Partners is a wealth management firm focused on values-driven financial planning. The VP of Customer Service Transformation leads efforts to improve client service strategies, operations, and technology, and reports on transformation outcomes.

Responsibilities

• The VP of Customer Service Transformation is a full-time, remote leadership role responsible for redefining and elevating the client service experience across Terrapin Ridge Partners
• This role oversees the design and implementation of customer service strategies, processes, and technologies that enhance satisfaction, strengthen relationships, and align with the firm’s values-driven approach to wealth management
• Day-to-day responsibilities include analyzing customer feedback and service metrics, leading continuous improvement initiatives, and optimizing contact center and support operations to deliver a consistent, high-quality experience
• The VP will collaborate with executive leadership, operations, and advisory teams to ensure client-centric service standards, develop training and performance frameworks for service teams, and drive adoption of best practices in customer experience management
• This role also involves setting clear goals, managing budgets and resources, and reporting on service transformation outcomes to key stakeholders

Skills

• Demonstrated expertise in Customer Service and Customer Experience, with a record of designing and leading client-centric service transformations
• Strong Analytical Skills and experience using data, KPIs, and customer insights to drive service improvements and strategic decisions
• Proven ability to enhance Customer Satisfaction through process optimization, service standards, and continuous improvement initiatives
• Hands-on leadership experience with Contact Centers or similar customer support operations, including technology, workflows, and staffing models
• Extensive senior-level management experience, including leading cross-functional teams and influencing executive stakeholders
• Excellent communication, interpersonal, and change-management skills, with the ability to inspire and guide diverse teams in a remote environment
• Bachelor's degree in Business, Finance, Management, or a related field
• Background in financial services, wealth management, or related industries is highly beneficial
• Familiarity with regulated environments is a plus
• An advanced degree or relevant certifications in customer experience or operations are advantageous

Benefits

• Remote work arrangement

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