Vice President of Customer Service

Role Description The Vice President of Customer Service is a full-time, remote role responsible for leading the overall customer service strategy and execution across Bonham Exchange’s operations. This role oversees customer support policies, procedures, and performance standards to ensure consistent, high-quality experiences for guests. Day-to-day responsibilities include directing customer service teams, monitoring service metrics, implementing improvement initiatives, and coordinating with contact centers or support channels. The Vice President will collaborate with leadership to align customer service goals with business objectives, manage escalations, and drive customer feedback programs. This role also involves mentoring managers, optimizing customer communication processes, and ensuring customer-facing staff receive ongoing training and support.

Qualifications

• Demonstrated expertise in Customer Service and Customer Experience, with a track record of leading high-performance service teams.
• Strong focus on Customer Satisfaction, including designing and managing programs that improve loyalty and retention.
• Advanced Analytical Skills for interpreting service metrics, identifying trends, and making data-informed decisions.
• Experience overseeing Contact Centers or multi-channel customer support operations.
• Proven leadership and people-management skills, including coaching, performance management, and cross-functional collaboration.
• Excellent written and verbal communication skills, with the ability to present insights and recommendations to senior stakeholders.
• Background in hospitality, entertainment, or related service industries is preferred.
• Bachelor’s degree in Business Administration, Hospitality Management, or a related field; advanced degree is a plus.
• Ability to work effectively in a remote environment, manage distributed teams, and use digital collaboration tools.