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About the Role
We are seeking a transformational VP, Global Customer Care to lead and reimagine customer engagement across all touchpoints. This senior leadership role is for an operator-strategist skilled in technology, people, and customer experience, capable of managing a global operation and architecting future customer engagement strategies. You will oversee a large operation, accelerating the shift towards AI-augmented and digital-first service delivery, while building inclusive, high-trust team cultures across borders.
Responsibilities
- Own end-to-end performance across all contact routes (voice, chat, email, SMS, self-service) and delivery partners.
- Drive KPI excellence across CSAT, FCR, AHT, SLA adherence, and cost-per-contact.
- Lead capacity planning, forecasting, and workforce management.
- Define and execute a multi-year contact center strategy to transform customer care into proactive, personalized, and predictive service.
- Partner with Product and Technology to build the roadmap for next-generation engagement capabilities, integrating AI and virtual agents.
- Act as the executive voice of the customer, translating insights into actionable improvements across product, marketing, and operations.
Requirements
- 10+ years of contact center leadership experience.
- 5+ years managing 200+ agents across internal, offshore, and outsourced models.
- Track record of driving large-scale transformations, including AI deployments, platform migrations, operating model redesigns, and offshoring transitions.
- Proven ability to define a long-term operational vision with P&L or major cost-center budget ownership and strong financial acumen.
- Demonstrated success in unifying remote, multi-time-zone teams with an empathetic approach to cross-cultural communication, feedback, and conflict resolution.
- Deep expertise in core channels (voice, digital, self-service) and platform architectures (CCaaS, CRM, WFM, QA).
- Experience in telecom, tech, or high-velocity consumer services.
- Requires at least 25% travel, mostly within the EU with occasional international trips.
Skills
- AI deployments
- Conversational AI
- Virtual agents
- Agent-assist
- Predictive analytics
- CCaaS
- CRM
- WFM
- QA
- Cross-cultural communication
- Feedback
- Conflict resolution
- Process improvement
Location
- London
Work Type
- Hybrid
- Remote
- Onsite
Experience Level
- Senior leadership
- 10+ years
- 5+ years
Education Level
- MBA or advanced degree in Business or Operations (preferred)
- Process improvement certifications (e.g., Six Sigma, Lean)
About the Company
- Arrive, including brands like EasyPark, Flowbird, RingGo, ParkMobile and Parkopedia, is a leading global mobility platform.
- Present in over 90 countries and 20,000 cities, the company helps people and decision-makers make smarter decisions about urban mobility and ease the experience of travel worldwide.
- Arrive delivers a unique combination of core ingredients to make cities more livable: from smart payments and optimized car parks to data-driven traffic reduction and support for reinvestment in public transport and green space.
- It’s about more than function, it’s about saving time and simplifying the experience of travel for everyone.
- Travel is more than a journey, it’s how you Arrive.