VP-Customer Service (On-Site) Position Available In Jefferson, Alabama

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VP-Customer Service (On-Site)
Full Time
Birmingham, AL, US
4 days ago

Requisition ID:

2240

Job Summary:

The Vice President of Customer Service will lead the transformation and centralization of Avenu’s customer support function as we evolve into a fully integrated divisional operating model. This role is responsible for developing and executing a strategic vision for customer support, building scalable systems and teams, and ensuring a consistently high-quality experience across all client touchpoints. The VP will serve as a key member of the senior operations leadership team and play a critical role in delivering operational excellence and customer satisfaction across the organization.

Duties and Responsibilities:

Leadership & Strategy Build and execute a forward-looking vision for customer support that aligns with the company’s integrated operating model.
Stand up and structure a centralized Customer Support function to replace legacy support models across multiple business units.
Serve as a senior leader within the operations team, collaborating cross-functionally to ensure consistent and seamless client experience.
Define, implement, and track key performance indicators (KPIs) that measure effectiveness, scalability, and service excellence.
Lead continuous improvement initiatives to evolve the customer support model based on feedback, data, and industry best practices. Customer Support Operations Establish a centralized, multi-channel contact center that consolidates tools and resources to support clients across all divisions.
Design and implement standardized support processes, escalation protocols, and service level agreements (SLAs).
Leverage technology and automation solutions to optimize workflows, improve response times, and enhance client interactions.
Build and manage a high-performing team, ensuring proper recruitment, onboarding, training, and ongoing development of staff.
Instill a customer-first mindset focused on responsiveness, problem resolution, and proactive service delivery.
Champion the voice of the customer across the organization, using insights to inform broader business decisions and strategy.

Qualifications:

Bachelor’s degree required, MBA or related graduate degree preferred. 10+ years of progressive leadership experience in customer service or support, with at least 5 years in a senior/executive capacity.

Knowledge, Skills and Abilities:

Demonstrated success leading the transformation of centralization of customer support functions in a complex or matrixed organization.
Experience designing and managing multi-channel contract center operations, including voice, email, chat, and ticketing systems.
Strong understating of SLA management, escalation workflows, and support performance metrics.
Proven ability to lead cross-functional initiatives, influence at all levels, and drive cultural change.
Technologically savvy with a strong grasp of customer service platforms and automation tools (ServiceNow, Salesforce, etc)

Work Environment:

Office setting with a moderate noise level.
The employee will work at an individual workstation, using a telephone and computer.

Physical Demands:

Must be able to remain seated for extended periods.
Regular use of a computer and other office machinery, such as printers and copy machines.
Occasional movement around the office.
Frequent communication via telephone.

Avenu Summary:

With the backing of four decades of public sector expertise and corporate capability, Avenu has successfully supported government services. Avenu was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States. Avenu is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Avenu offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more. Avenu offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment. Avenu is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.