About the role

Executive leader transforming ABC Fitness's Customer Support leveraging AI and new operational strategies. Responsible for driving enterprise-wide change and overseeing customer experience enhancements.

Responsibilities

Partner with the SVP of Customer Support to define the long-term vision and operating model for a modern, AI-enabled global support organization.
Lead enterprise-scale transformation initiatives that redesign how customer support is structured, delivered, measured, and continuously improved.
Design future-state organizational models, workforce strategies, governance structures, and operating rhythms that enable scalable growth.
Develop and execute a multi-year AI transformation strategy focused on customer experience, employee productivity, operational excellence, and business outcomes.
Serve as the executive leader responsible for aligning Product, Technology, Data, Operations, Legal, Security, and Customer Success around transformation priorities.
Lead organizational change management across multiple business functions, ensuring leaders and employees successfully adopt new operating models and ways of working.
Translate executive strategy into measurable transformation roadmaps with clear milestones, business outcomes, and accountability.
Establish executive-level success metrics that measure organizational effectiveness, customer outcomes, operational performance, AI adoption, and return on investment.
Champion a culture of innovation, experimentation, continuous improvement, and responsible AI adoption.
Represent Customer Support transformation strategy with executive leadership, Board-level audiences, and external partners when appropriate.

15+ years of progressive executive leadership experience leading large-scale transformation within customer-facing organizations.
Proven success leading enterprise-wide AI or digital transformation initiatives that fundamentally changed operating models, customer experiences, or workforce effectiveness (beyond chatbots, copilots, and basic automation).
Deep experience in organizational design, operating model development workforce transformation, and change leadership.
Demonstrated ability to influence executive stakeholders across multiple business functions without direct authority.
Experience developing long-term business strategy and translating strategic vision into enterprise execution.
Strong executive presence with exceptional communication and storytelling skills.
Track record partnering with Product, Engineering, Data, Technology, Finance, Legal, and Operations to deliver transformational business outcomes.
Experience leading complex, cross-functional initiatives with significant organizational impact.
Ability to balance strategic thinking with disciplined execution in fast paced, evolving environments.
Passion for leveraging AI and emerging technologies to transform customer experiences and organizational performance.

Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
Medical/Dental/Vision coverage
EAP – we get you help when you need it. Period.
Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
And more! – so many benefits we couldn’t even fit them all here!