Vice President, Customer Strategy, AI & Transformation (AI)

TL;DR

Vice President, Customer Strategy, AI & Transformation (AI): Leading the strategic transformation of a global Customer Support organization with an accent on AI integration, organizational design, and operating model redesign. Focus on redefining customer service for an AI-first future, driving enterprise-wide adoption of new workflows, and aligning cross-functional executive stakeholders.

Location: Remote (Must be based in the USA or Canada)

Salary: $190,000 – $210,000 USD/CAD

Company

hirify.global is the leading software provider for fitness businesses globally, supporting 30K clubs and 40M members with scalable, data-driven management solutions.

What you will do

• Partner with the SVP of Customer Support to define the long-term vision and operating model for an AI-enabled global support organization.
• Lead enterprise-scale transformation initiatives to redesign the structure, delivery, and measurement of customer support.
• Develop and execute a multi-year AI transformation strategy focused on customer experience and operational excellence.
• Align Product, Technology, Data, Operations, Legal, and Security teams around transformation priorities.
• Design future-state organizational models, workforce strategies, and governance structures to enable scalable growth.
• Establish executive-level success metrics to measure AI adoption, ROI, and organizational effectiveness.

Requirements

• 15+ years of progressive executive leadership experience leading large-scale transformation in customer-facing organizations.
• Proven success leading enterprise-wide AI or digital transformation initiatives that fundamentally changed operating models.
• Deep expertise in organizational design, workforce transformation, and change leadership.
• Demonstrated ability to influence executive stakeholders across multiple business functions.
• Experience developing long-term business strategy and translating vision into enterprise execution.
• Strong executive presence with exceptional communication and storytelling skills.

Nice to have

• Experience leading transformation within Fortune 500 or highly complex customer-facing organizations.
• Background in management consulting or enterprise transformation functions.
• Experience in SaaS, financial services, technology, or telecommunications.
• Familiarity with contact center platforms and customer support technologies.

Culture & Benefits

• Open PTO policy for maximum flexibility.
• Quarterly "Days of Disconnect" for global team wellbeing.
• Medical, Dental, and Vision coverage.
• Parental and "Pawternity" leave.
• Quarterly reimbursement for fitness-related expenses (Best Life Perk).
• Premium Calm App subscription for employees and dependents.