Vice President, Customer Support Strategy & Transformation

Join ABC Fitness and become part of a culture that’s as ambitious as it is authentic. Let’s transform the future of fitness—together!

Our Values

Best Life

We believe great work begins with great people.

That’s why our culture is built on respect, trust, and belonging.

We create an inclusive environment where every team member can bring their authentic self to work—because diverse perspectives drive innovation and meaningful impact.

Growth Mindset

We are doers, thinkers, and dreamers.

At ABC Fitness, your growth is our investment.

Through continuous learning, mentorship, and professional development opportunities, we empower you to reach new heights—personally and professionally.

One Team

From day one, you’ll be part of a team that collaborates, celebrates, and cares.

We move fast, support one another, and have fun along the way.

Because when you thrive, we all thrive.

We are seeking a senior Customer Support leader to drive the strategic evolution of our global support organization, with a focused mandate to embed AI-enabled capabilities that improve customer experience, operational efficiency, and agent effectiveness.

Reporting to the SVP of Customer Support, this Vice President will operate as a peer leader within the support executive team, owning strategy, transformation initiatives, and cross‑functional execution.

This is not a technical engineering role.

It is a senior operational and strategic leadership role that leverages AI as a driver of scale, efficiency, and modernization across the support organization.

• What You’ll Do
• Partner with the SVP of Customer Support to define and execute the long‑term strategy for a modern, AI‑enabled global support organization
• Lead the development and execution of an AI adoption roadmap across self‑service, agent assist, and support workflows
• Translate customer experience and operational goals into prioritized transformation initiatives leveraging AI and automation
• Serve as executive sponsor for AI‑driven initiatives, ensuring alignment between business objectives, technology teams, and delivery outcomes
• Establish success metrics and operating rhythms to measure the impact of AI on customer experience, efficiency, and quality
• Drive end‑to‑end transformation across global support operations, including call centers and digital support channels
• Lead organizational change, including new workflows, agent enablement, and leadership readiness
• Partner cross‑functionally with Technology, Data, Product, and Compliance to deliver scalable and compliant solutions
• Ensure responsible, ethical, and compliant use of AI in customer interactions
• Influence vendor strategy and investment decisions related to contact center and AI platforms
• Represent Customer Support strategy, transformation progress, and outcomes in executive forums
• What You’ll Need
• 15–20+ years of progressive experience in Customer Support, Customer Operations, or related functions, with significant senior leadership experience in complex environments
• Leadership experience running or significantly influencing Customer Support or Customer Operations organizations
• Proven track record leading large‑scale transformation initiatives (e. g., AI, automation, or operational modernization) within a support organization
• Strong operational foundation in contact center environments or complex, multi‑channel support models
• Experience implementing or scaling AI, automation, or advanced technologies within a support organization
• Ability to operate at both strategic and execution levels, translating vision into measurable outcomes
• Demonstrated success leading cross‑functional initiatives and large‑scale organizational change
• Strong executive presence with the ability to influence senior stakeholders and drive alignment
• Experience defining and tracking operational metrics tied to customer experience and efficiency
• AND IT’S GREAT TO HAVE
• Experience with modern contact center platforms (e. g., Genesys, NICE, Amazon Connect) and CRM ecosystems
• Prior leadership in global or 24/7 support environments
• Exposure to large‑scale transformation or modernization programs
• Experience integrating AI capabilities such as conversational AI, agent assist, or workflow automation into support operations
• WHAT’S IN IT FOR YOU
• 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
• 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.
• 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!

At ABC Fitness, we don’t just build technology—we build communities and transform lives.

Your work matters here, your growth is supported, and your voice is heard.

We welcome diverse talent and encourage you to apply, even if you don’t meet every requirement.

ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION

ABC is an equal opportunity employer committed to diversity, equity, and inclusion.

We strive to create a workplace where every employee, client, and partner feels valued, inspired, and empowered to reach their full potential.

For us, inclusion isn’t just the right thing to do—it’s a business imperative.

Learn more at abcfitness. com.

Canada: salaries are $200,000.00 – $220,000.00 CAD annually.

• In the
• United

States: salaries are $200,000.00 – $220,000.00 USD annually.

Certain positions may be eligible for additional compensation such as bonuses and commissions.

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