[Hiring] VP, Customer Support @Transact Campus

Role Description

The Vice President of Client Support is a member of Illumia's operational leadership team, reporting to the COO. This role exists to ensure that support is a differentiator, not a reactive cost center: a reason customers renew, not a source of escalation.

This is not a steady-state leadership role. The VP of Client Support is responsible for building the unified, high-performing support function that One Illumia requires:

• Consistent standards
• AI-enabled workflows
• A leadership team developed to carry the organization forward

The COO's first-year mandate includes:

• Establishing support SLAs
• Driving generative AI adoption across the function
• Making support a measurably better experience for Illumia's clients

Responsibilities

• Define and execute a multi-year support strategy that elevates service quality, scales with client growth, and drives measurable improvement in the KPIs that matter
• Lead the AI Transformation in Support
• Build the Leadership Team Support Deserves
• Restore Operational Transparency
• Be the Standard-Bearer for the Client Experience

Qualifications

• Bachelor's degree in Business, Communications, Computer Science, or a related field, or equivalent professional experience
• Master's degree or MBA (preferred)
• 12+ years leading client support or service operations, with at least 5 years in a VP-level or senior director role managing large, distributed teams
• Demonstrated experience serving clients in higher education, healthcare, corporate enterprises, or other complex, mission-critical environments
• Proven track record implementing generative and agentic AI tools — including intelligent ticketing, virtual assistants, and automated triage — with measurable improvement in support efficiency, quality, and client satisfaction
• Deep expertise in support best practices, including tiered service models, knowledge-centered service (KCS), omnichannel delivery, SLA management, and emerging AI-enabled support tools
• Exceptional coaching and mentoring skills with a track record of developing leaders at all levels, including managing through organizational change and addressing underperformance directly
• Strong data orientation — able to build and use reporting infrastructure to manage operations and communicate performance to executive leadership
• Executive presence and communication skills to represent client perspectives with authority across the organization
• Experience with SaaS or enterprise technology platforms in higher education or healthcare
• Familiarity with FERPA, HIPAA, or relevant compliance frameworks
• Certifications in customer experience or service management (e.g., ITIL, HDI)
• Experience leading support organizations through post-merger integration

Leadership Qualities

• Humble: They lack excessive ego or concerns about status, sharing credit and defining success collectively.
• Hungry: They are always looking for more — more things to do, more to learn, more responsibility to take on.
• Smart: They have common sense about people, dealing with others effectively and picking up on the needs and feelings of others.

Benefits

• Flexible time off including paid holidays and volunteer time
• Robust health, dental, and vision insurance plans on your first day of employment
• Comprehensive employee assistance program (EAP)
• Employer-paid life insurance, AD&D, short-term and long-term disability insurance
• Flexible spending account (FSA) or health savings account (HSA)
• Matched 401(k)
• Employee stock purchase plan
• Base salary offers for this position may vary based on factors such as location, skills, and relevant experience.
• Some positions may include additional compensation in the form of bonus, equity, or commissions.