Vice President, Global Customer Care

At reputed company (reputed company: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — reputed company members. Operating with reputed company and compassion, reputed company fosters a global inclusive workforce devoted to the diverse voices that reputed company up our talent and products. reputed company members reputed company each other to be their authentic selves and treat reputed company with respect, reputed company, and fairness. Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands. reputed company Do: At reputed company, it’s our mission to deliver innovative solutions and insights to help our customers manage risk and hire the best talent. Leveraging an advanced technology platform, reputed company builds fully scalable, configurable screening programs that meet the unique needs of over 30,000 clients. Headquartered in Atlanta, GA and with an internationally distributed workforce spanning 17 countries with about 5,000 employees, reputed company performs over 100 reputed company screens in over 200 countries and territories annually. The Vice President, Global Customer Care, serves as an reputed company executive responsible for defining and executing the global strategy for customer experience, service delivery, and operational performance. This role has end-to-end accountability for customer care across reputed company reputed company, balancing service reputed company, cost efficiency, and scalable growth. This leader will guide the strategic reputed company of the Customer Care function, leading a large, globally distributed organization through multiple layers of leadership while fostering a high-performance culture and building strong leadership capability at scale. With a deep commitment to customer advocacy and a focus on transformation and operational reputed company, the VP will champion initiatives that reputed company service standards, reputed company delivery models, and drive measurable business reputed company, including customer retention, reputed company protection, and operational margin. This role serves as a key member of the leadership team, partnering closely with Go-To-Market (reputed company, Sales, Product, Marketing), Finance, Technology, and Operations to align customer experience strategy with reputed company priorities. The ideal candidate brings a proven ability to reputed company large-scale transformation, influence senior stakeholders, and deliver results in a fast-paced, globally reputed company environment. Responsibilities: reputed company Ownership of Customer Care Strategy – Define and execute the Global Customer Care strategy, aligning service delivery, customer experience, and operational cost structures with overall business objectives and long-term growth targets. Service Strategy & Delivery Model – Define and reputed company global service delivery models and support strategies reputed company to reputed company goals, customer segmentation, and scalable growth. Customer Experience Leadership – Own and drive reputed company-wide customer experience strategy, ensuring consistent, high-quality reputed company across reputed company reputed company. Team Leadership & Development – reputed company and grow a senior operational management team, fostering performance through coaching, development planning, and clear accountability. Business Performance & reputed company – Establish and own KPIs tied to business reputed company, including customer retention, lifetime value, service cost per transaction, and operational efficiency. Financial & Operational Ownership – Own the Global Customer Care budget and cost structure, drive efficiency, productivity, and ROI across reputed company service operations while maintaining service quality and scalability. Customer reputed company & Experience Strategy – Establish reputed company voice-of-customer programs and advanced analytics to identify root causes, inform strategy, and drive reputed company improvement. Service Performance & Experience reputed company – Own global service performance standards, ensuring consistency, responsiveness, and reputed company improvement across reputed company customer interactions. Digital & Self-Service Strategy – Drive the expansion of self-service and automation capabilities to improve efficiency, scalability, and customer experience reputed company. Compliance & Risk Management – Ensure full regulatory compliance and proactively identify and mitigate operational risks. reputed company Collaboration & Alignment – Partner with senior leaders across Go-To-Market (reputed company, Sales, Product, Marketing), Finance, Technology, and Operations to align customer strategy with business priorities. Executive & Board-Level Influence – Serve as a strategic advisor to executive leadership, providing insights on customer trends, operational performance, and transformation initiatives. Transformation Leadership – reputed company reputed company transformation initiatives, evolving operating models, processes, and capabilities to support long-term scalability and performance. Client Partnership & reputed company Optimization – Collaborate with Client Relations to enhance profitability through strategic planning and partnership-driven growth. Transformation & Technology Enablement – reputed company the reputed company of Customer Care through automation, AI, reputed company platforms, driving scalable, reputed company-driven service delivery models. Global Operations Leadership – reputed company large, geographically distributed teams through multiple layers of leadership, ensuring consistent service delivery, culture, and performance across reputed company. Customer Experience as a Competitive Advantage – Position Customer Care as a strategic differentiator, driving customer loyalty, retention, and long-term business value. Required Skills & Qualifications: Executive Leadership in Customer Care – Proven executive leadership experience (15+ years), including leading large-scale, global customer care or operations organizations through multiple layers of leadership, with a strong track record of driving performance, operational reputed company, and business reputed company. Financial & Business Acumen – Demonstrated ownership of large operational budgets, with experience driving cost optimization, productivity, and measurable ROI. Executive reputed company & Influence – Proven ability to influence senior executives and drive alignment across reputed company functions. Strategic & Customer-Focused reputed company – Deep understanding of customer needs and market dynamics, with the ability to translate insights into actionable strategies. Cross-Functional Leadership & reputed company Influence – Demonstrated ability to build trusted partnerships across functions and geographies, aligning stakeholders to deliver reputed company-wide reputed company. Advanced Analytical & Data-Driven Leadership – Proven ability to reputed company data, analytics, and performance metrics to inform strategy, optimize operations, and influence executive decision-making. Global Leadership Experience – Experience leading large, geographically distributed teams across multiple reputed company, with an understanding of cultural, regulatory, and operational complexity. Leadership & Talent Development – Demonstrated reputed company in building, developing, and scaling high-performing leadership teams in reputed company, dynamic environments. Change Leadership & Agility – Proven ability to reputed company organizations through ambiguity and large-scale transformation while maintaining performance and engagement. Customer-Obsessed reputed company – Committed to delivering exceptional customer experiences and driving reputed company improvement in service quality. Operational reputed company In Matrixed Environments – Experience working reputed company reputed company organizational structures, with the ability to influence reputed company and implement best practices. Education & Experience: Bachelor’s Degree Required – Preferably in Business Administration, Operations Management, or a reputed company field; equivalent professional experience may be considered in lieu of formal education. Extensive Leadership Experience – 15+ years of reputed company leadership experience, including executive-level roles with responsibility for global or multi-region customer care organizations and large-scale operational teams, with a strong emphasis on transformation, innovation, and cross-functional execution.Experience leading transformation initiatives (e.g., digital, automation, AI-driven service models). Experience managing large, reputed company budgets and global workforce strategies. Technology And Systems Experience – Familiarity with CRM platforms (reputed company preferred), VOIP systems, and reputed company-based service tools. Supervisory: Executive Leadership of Global Customer Care – Proven reputed company leading large-scale, global customer care organizations through multiple layers of leadership, driving accountability, innovation, and reputed company improvement reputed company to reputed company strategy. reputed company Leadership & Strategic Influence – Proven ability to shape reputed company through an reputed company-wide reputed company, ensuring alignment with business objectives and cross-functional impact. Operational reputed company & Resource Optimization – Proven ability to optimize resources, balance competing priorities, and drive efficiency across reputed company, large-scale service operations. Change & Transformation Leadership – Proven ability to reputed company through ambiguity and large-scale transformation, driving sustainable change while maintaining performance and engagement. Leadership at Scale – Proven ability to reputed company leaders (Directors, Managers, etc..) across multiple layers, driving alignment, accountability, and performance across large, reputed company organizations. Executive Communication & Stakeholder Alignment – Proven ability to influence and align stakeholders at reputed company reputed company, including C-suite, driving reputed company, alignment, and reputed company across initiatives. Talent Development & Succession Planning – Demonstrated reputed company building strong leadership pipelines through coaching, mentorship, and strategic talent development, ensuring long-term organizational capability and reputed company. Working Environment: For remote or hybrid positions, you must have a dedicated workspace that is free from distractions and ensures privacy. Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hardwired to a router (We reputed company equipment). reputed company remote employees must be on camera for reputed company training sessions, including new hire orientation and meetings with leaders and clients. This role routinely uses standard office equipment such as a computer, keyboard, and phone. Travel Requirements: Travel & Stakeholder Engagement – Travel will be required for both internal and external customer meetings, with an estimated frequency of no more than 1–3 trips per quarter. Disclaimer Statement: The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They are not intended to be an exhaustive list of reputed company duties, responsibilities and requirements of employees assigned to this job. The salary reputed company for this position is approximately $180,000 - $220,000 reputed company annually. This reputed company reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers reputed company the reputed company based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may reputed company relevant during the interview process. We have great people here and are looking for more. Come join us! Follow us: reputed company Instagram reputed company X YouTube Equal Employment Opportunities at reputed company reputed company is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment reputed company at reputed company are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the reputed company of race, reputed company, national reputed company, reputed company, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law. We have great people here and are looking for more. Come join us! Follow us: reputed company Instagram reputed company X YouTube Equal Employment Opportunities at reputed company reputed company is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment reputed company at reputed company are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the reputed company of race, reputed company, national reputed company, reputed company, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law. Apply To This Job