VP Global Wholesale Customer Operations

Overview

The Vice President, Global Wholesale Customer Operations is an enterprise leader responsible for defining and executing the global strategy for wholesale customer operations across all regions. This role owns the end-to-end wholesale customer operations value stream, ensuring exceptional customer experience while optimizing total cost to serve through standardized processes, advanced analytics, and technology-enabled execution.

The role leads global and regional wholesale customer operations teams and has direct accountability for an established Global Customer Operations Center of Excellence (CoE). The VP is responsible for continuously improving the effectiveness, scalability, and business impact of the CoE, with a strong emphasis on AI-enabled transformation, global compliance, process standardization, third-party management, and continuous improvement.

What You'll Do

Strategic Thinker & Customer Advocate

• Define and execute the global vision and long-term strategy for Wholesale Customer Operations.
• Serve as the senior customer advocate for wholesale customers, embedding service, compliance, and experience into processes and systems.
• Provide executive thought leadership on global operating models to improve first-pass quality, scalability, and cost to serve.

Global Customer Operations Center of Excellence

• Continuously improve the effectiveness and scalability of the established Global Customer Operations CoE.
• Govern global customer compliance frameworks and standardized wholesale processes.
• Lead third-party partner strategy, performance management, and optimization.
• Drive a culture of continuous improvement.

Data, Analytics, AI & Digital Transformation

• Own and drive the end-to-end usage of analytics, as well as integration of AI across wholesale customer operations processes.
• Partner with IT and Analytics teams to deploy digital solutions that improve service, efficiency, and decision quality.
• Ensure tools that highlight problems and enable root cause analysis are embedded into standardized global processes and adopted across regions.

What You'll Bring to the Table

Education

• Bachelor’s degree in Supply Chain, Business, Engineering, or related field
• MBA or Master’s degree preferred

Experience

• 15+ years of progressive leadership experience in Wholesale Customer Operations or Supply Chain
• Proven experience leading global teams across the Americas, EMEA, and APAC
• Demonstrated success improving the effectiveness of a Global Center of Excellence
• Strong track record driving data driven digital transformation