[Hiring] Vice President, Digital Experience & AI Service Operations @Nymbus, Inc.

Role Description

Nymbus is seeking a Vice President, Digital Experience & AI Service Operations to define and lead the multi-year strategy for how Nymbus supports its financial institution clients and their end users. You will own the end-to-end support experience delivered through our hybrid Digital Experience Center (DXC) across phone, email, secure messaging, and chat (agentic), in a multi-tenant environment serving regulated institutions.

This is a mandate to reimagine support, not just optimize it. You will:

• Build a model where our people focus on complex, high-value interactions while AI resolves routine work at scale.
• Set the operating standard for service quality and own the economics of how we deliver it.
• Find new service offerings that create value for clients and revenue for Nymbus.
• Make support a durable advantage and a reason clients grow with us.

You will report to the SVP, Banking Operations and partner directly with Product, Engineering, Client Partners, Risk & Compliance, and Fraud on decisions that shape the client experience.

Qualifications

• Seasoned support or CX leader with experience in banking, financial services, or fintech.
• Experience leading teams through AI adoption.
• Compassionate leader with a passion for developing talent.
• Ability to explain AI and operational concepts to diverse audiences.

Requirements

• Bachelor's degree in Business or a technical discipline, or equivalent experience.
• Minimum of 10+ years of progressive customer support management experience.
• 5-7 years of experience leading call/contact center operations (CCaaS).
• 5+ years of experience managing remote teams.
• Proven track record of leading and scaling support and CX teams of 50+ people.
• Prior banking or broader financial services experience, including fintech.
• Experience with IVR/IVA systems and SIP/VOIP integrations.
• Strong command of support operations metrics.
• Flexibility with work schedule and willingness to travel.

Benefits

• Base salary range: $145,000 to $160,000 annually.
• Annual cash bonus and equity eligibility, if applicable.
• Health, dental, and vision insurance, including HSA/FSA/DCA.
• 401(k) plan.
• Flexible time-off and company holidays.
• Additional paid volunteer day.
• Supplemental Insurance Programs, including voluntary Life, Accident, Critical Illness, Pet Insurance.
• Employee Assistance Programs [EAP].
• Wellness programs.
• Growth and development programs.