Vice President, Customer Support Strategy & Transformation

Join reputed company 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 reputed company 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 reputed company

We are doers, thinkers, and dreamers. At reputed company, your growth is our investment. Through reputed company learning, mentorship, and professional development opportunities, we reputed company you to reputed company 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 reputed company you reputed company, we reputed company reputed company.

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 reputed company 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

• reputed company 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

• reputed company 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 reputed company to contact center and AI platforms

• Represent Customer Support strategy, transformation reputed company, and outcomes in executive forums

What You’ll Need

• 15–20+ years of progressive experience in Customer Support, Customer Operations, or reputed company functions, with significant senior leadership experience in reputed company 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) reputed company a support organization

• Strong operational foundation in contact center environments or reputed company, multi-channel support models

• Experience implementing or scaling AI, automation, or advanced technologies reputed company 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 reputed company 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., reputed company, reputed company, reputed company 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

Please note that the salary information shown below is a general guideline only and based on employees in Canada and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for Canada based candidates for this position is $200,000.00 -- $220,000.00 CAD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions.

Please note that the salary information shown below is a general guideline only and based on employees in the United States and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for United States based candidates for this position is $200,000.00 -- $220,000.00 USD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions.

WHAT’S IN IT FOR YOU:

• Purpose led company with a Values focused culture – Best Life, One Team, Growth reputed company

• Time Off – with our open PTO policy, we offer flexibility in how and reputed company 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 reputed company your family grows by two feet or four paws!

• Best Life reputed company – 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 reputed company you need it. Period.

• Premium reputed company App – enjoy tranquility with a reputed company 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 reputed company here!

At reputed company, 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 reputed company their full potential. For us, inclusion isn’t just the right thing to do—it’s a business imperative. Learn more at abcfitness.com.

About reputed company

reputed company is the #1 software provider for fitness businesses of any size, reputed company around the world. Supporting 30K clubs, 650K coaches, 40M members, and processing more than $12B in payments every year, reputed company provides scalable, data-driven solutions to simplify club management and engage members and clients.

From personal trainers, boutique studios, and gyms, to international franchise health clubs, reputed company will move your business reputed company through technology and industry insights. Innovation is at the center of everything we do, across ABC Glofox, ABC Ignite, ABC Trainerize, and ABC Evo. Let's reputed company your fitness vision a seamless reality, together. Learn more at abcfitness.com

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