StockX · 2 months ago
Vice President, Global Customer Service Operations
Detroit, MI
Full-time
Onsite
Director/Executive
$225K/yr - $250K/yr
10+ years expStockX is a Detroit-based technology leader in the online market for sneakers and collectibles. The VP, Global Customer Service Operations will lead the customer service operational team across multiple regions, focusing on people development and delivering exceptional service outcomes while collaborating with various departments to achieve company goals.
E-CommerceE-Commerce PlatformsMarketplaceNon-Fungible Token (NFT)SalesShoes
Responsibilities
Strategically and tactically lead and develop the Global CS team to enhance performance in 3 key areas: Employee, Customer, and Efficiencies/Cost
Deliver world-class results across multiple locations from both in-house teams and outsourced partners
Enabling teams to be successful by being committed to coaching and development, encouraging and recognizing others, and facilitating brilliant outcomes; all designed to create a world-class engaged team
Drive performance management and People Experience initiatives, including goal setting, performance reviews, succession planning, compliance, and top performer retention
Create, improve and drive a culture and processes which achieve business goals and objectives
Work effectively with all stakeholders, both internal and external to CS, to negotiate and influence customer improvements
Embrace AI and Technology to improve customer experience, teammate experiences, and efficiencies
Responsible for growing the team as the business grows and thinking outside of headcount for smarter ways to deliver an outstanding, digital first, customer service experience as we scale up
A critical member of the Global Customer Service team, collaborating with global colleagues to deliver better together and leveraging CS support teams primarily located in the US
Collaborate with CS support teams and executive leadership in setting and driving organizational vision, operational strategy, and hiring/talent needs in CS operations
Drive sales through service with a focus on increasing conversion and customer retention
Leverage customer insights and root cause analytics to identify needed improvements and gain cross-functional buy-in to deliver results
Be the ‘Voice of the Customer’ within CS and across the company, providing regular updates and insights into operational performance to senior leadership
Identify potential operational risks, develop contingency plans, and ensure the company's CS operations are resilient against disruptions as well as ensuring full regulatory compliance and legal requirements
Meet tight budgets through controlling resources and utilizing assets to achieve qualitative and quantitative targets
Take an all-hands-on deck approach during our busy seasons, including back to school (July-Sept) and holiday (Nov – Jan)
Continually develop improvements and embed successful change projects
Drive quality and consistency
Coach and lead the team to win
Qualification
Required
10+ years leading Customer Service operations with preferred e-commerce experience
5+ years of global leadership experience, focused in North America, EMEA and APAC
Customer and Employee Centric leadership and experience with proven results
Strong background in multi-channel Contact Center / BPO operations. Proven experience in scaled leadership roles
Strategic and organizational skills with a clear understanding of the wider issues impacting the relevant markets
Proven Management experience at a senior, strategic level role
Established track record of exceeding targets, KPIs, SLAs
Exceptional Coach that demonstrates the ability to develop, motivate, and communicate with others at all levels
Influential relationship skills at all levels and able to use these relationships to deliver service improvements
Excellent interpersonal skills, including written and verbal communication, and the ability to build trust and consensus amongst a team
Must be a proactive team player with high energy to adapt and succeed in a fast-paced, changing environment
Creative, analytical, and strategic thinker that leverages data to tell the story and drive actions to improve
Evidence of outstanding leadership skills and portray an ability to inspire and motivate others, guiding them in a unified direction and taking accountability for the group's actions
Benefits
Medical
Dental
Equity
Discretionary bonuses
Company
StockX
StockX is an online marketplace to buy and sell limited edition and high demand sneakers.
1001-5000 employees
H1B Sponsorship
StockX has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (7)
2023 (4)
2022 (17)
2021 (24)
2020 (5)
Funding
Current Stage
Late StageTotal Funding
$690MKey Investors
Altimeter CapitalTiger Global Management
2021-04-08Series E· $60M
2021-04-08Secondary Market· $195M
2020-12-16Series E· $275M
Leadership Team
Chris Kaufman
Co-Founder
Damien Hooper-Campbell
Chief Impact Officer
Recent News
DBusiness Magazine
2025-12-04
2025-12-02
MarketScreener
2025-12-02
Company data provided by crunchbase