Vp, Customer Experience Lisboa

Vp, Customer Experience
Lisboa
Lisboa, Lisboa, Portugal

At Velocity Global, we believe that success knows no borders—and it’s built by teams working together across them. Our unified,
- enabled platform empowers businesses to hire, pay, and support talent in 185+ countries, making global growth not just possible, but seamless. Behind every expansion and every solution is a spirit of collaboration between our teams and the companies we serve. With AI-powered tools and
- first service, we simplify the complexity of global workforce management so businesses can focus on what matters: their people, their purpose, and their potential.

Where Your Work Moves the Needle.

At Velocity Global, every team member helps shape our success. When you join us, you don’t just fill a role—you live our values. They guide how we work, collaborate, and make an impact across borders. By bringing these principles to life, you’ll help us grow stronger, move faster, and lead the future of global work.

We are seeking a dynamic Vice President of Global Customer and Employee Experience to join our leadership team. This is a unique opportunity to collaborate with key global stakeholders and drive the vision and strategy for Operations at scale. In this role, you will oversee critical operational areas, including our global and regional support functions, with the goal of providing fast resolutions and improving CSAT. You will be tasked with evaluating and driving improvements to service delivery models, ensuring seamless execution in both
-
- day operations and transformational initiatives. The position requires leading a team of experts familiar with the local requirements across 185+ countries, dedicated to servicing our global customer base.

The Vice President of Global Customer and Employee Experience will report directly to the Chief Business Operations Officer.

How You'll Make An Impact

• Collaborate with Customer Experience, Employee Experience, Payroll, Finance, and other internal teams to provide
  - quality service support to both global teams and customers.
• Develop and implement organizational strategies that drive operational excellence, ensuring both optimal cost efficiency and high customer satisfaction.
• Lead talent planning and development efforts, including hiring, coaching, and managing a
  - performing team that aligns with company goals.
• Champion the customer perspective, fostering a
  - centric culture across operations to continually enhance the customer and supported employee experience.
• Drive continuous improvement by working closely with functional leaders to streamline processes and improve organizational efficiencies.
• Oversee and achieve key performance indicators (KPIs) - Responsiveness, Resolution, Quality and Customer Satisfaction

Let's Connect If You

• A proven track record in customer operations management with an understanding of market dynamics and operational strategy.
• 15+ years of business experience (international business preferred), including 10+ years within a customer services division of a tech company
• 10+ years of experience leading teams, developing people, and processes.
• Extensive experience leading shared services organizations, with a focus on both operational excellence and customer satisfaction.
• An ability to innovate and implement unique solutions that address complex operational challenges.
• A strong strategic, analytical, and
  - driven mindset, with the ability to interpret data to drive business decisions.
• A proven ability to lead, inspire, and collaborate effectively with both internal and external stakeholders.
• A bachelor's degree in a related field or equivalent work experience.

#LI-hybrid

Our Commitment to You

At Velocity Global, we’re committed to supporting our team with comprehensive rewards and benefits designed to meet diverse needs across roles and locations. Our core offerings include:

• Flexible Time Off – Take the time you need to recharge.
  
  
• Parental Leave – Support for growing families.
  
  
• Health and Dental Insurance – Where applicable, to cover you and your loved ones.
  
  
• Retirement Savings + Employee Incentive Plan – Plan for the future while sharing our success.

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