Vice President, Customer Excellence

About the role

The Vice President of Customer Excellence will lead the strategic direction and execution of service delivery across Managed Service Provider (MSP) workforce programs. Reporting to senior leadership, this role focuses on elevating service quality, improving program performance, and building scalable delivery models that drive consistent, high‑impact customer outcomes.

Key responsibilities

• Drive customer excellence across MSP programs by enhancing service delivery consistency and operational effectiveness.
• Establish and own MSP service delivery standards and operating frameworks to ensure uniform execution across regions and teams.
• Lead continuous improvement initiatives, leveraging process optimization and data‑driven insights to boost quality and efficiency.
• Design scalable operating models, governance practices, and best‑in‑class processes that reduce variability and improve service consistency.
• Utilize analytics, performance trends, and market intelligence to identify improvement opportunities and enable proactive program optimization.
• Serve as senior escalation and advisory resource for clients, providing strategic guidance during complex challenges and governance discussions.

Required profile

• Proven senior leadership experience in managing large‑scale MSP or similar workforce programs.
• Strong strategic mindset with a focus on execution and measurable outcomes.
• Excellent stakeholder management skills, capable of engaging with executive clients and internal teams.
• Demonstrated ability to standardize operations and drive continuous improvement.
• Data‑driven decision‑making with a track record of leveraging analytics for program optimization.

Required skills

What we offer

• Opportunity to shape the future of service delivery at a global talent solutions leader.
• Collaborative, inclusive culture that values integrity and people‑first principles.
• Professional growth and development across a worldwide network.