Vice President of Service

Vice President of ServiceLocation: On-site - Dallas, TX Our client is a fast-growing global provider of technology-enabled cash-automation and security solutions serving banks, retailers, and other cash-intensive enterprises. As the new Vice President of Service, you will own the end-to-end customer experience for North America, leading a high-volume call-center and field-support organization that keeps thousands of connected devices running smoothly every day. Reporting directly to the COO, you will shape the service vision, elevate customer loyalty, and scale best-in-class processes as the business expands. Key Responsibilities Define and execute a multi-year roadmap that transforms reactive support into a proactive, data-driven service model while meeting aggressive growth targets. Act as the senior point of contact for critical issues, driving root-cause analysis and permanent solutions that delight customers. Establish and track KPIs such as First Contact Resolution, SLA attainment, and Cost per Contact, using real-time dashboards to guide continuous improvement. Recruit, mentor, and inspire a distributed team of managers, agents, and field technicians; foster a culture of learning and career progression. Partner with Product, Engineering, Finance, and Sales to ensure a seamless, "one-company" customer journey from install to renewal. Own the service P&L, balancing cost, quality, and speed while identifying automation and AI opportunities to scale support efficiently. Lead Lean-/Six-Sigma-style initiatives that tighten processes, reduce variation, and unlock margin expansion across the service portfolio. Success Metrics First-Contact Resolution (FCR) and Average Handle Time (AHT) targets SLA response and resolution compliance Call abandon and agent-utilization rates Service gross-margin expansion and cost-per-contact reduction Year-over-year customer satisfaction (NPS/CSAT) improvement Qualifications 10+ years of progressive leadership in customer service, technical support, or operations, with 5+ years owning large call-center or field-service organizations. Track record scaling support for connected hardware / IoT, ATM, kiosk, payment, or other mission-critical devices. Demonstrated success deploying KPI dashboards, workflow automation, and continuous-improvement frameworks (Lean, Six Sigma, ITIL, etc.). Strong financial acumen; able to manage budgets, forecast demand, and drive margin-expansion initiatives. Bachelor's degree in business, Engineering, Operations Management, or related field; MBA a plus. Willingness to travel up to 30 percent across North America. Why You'll Love This Role High Impact: Own the service strategy for a rapidly expanding region with direct visibility to the C-suite. Innovation Culture: Lead digital-first initiatives that blend AI, analytics, and automation to redefine service excellence. Growth & Stability: Join a well-capitalized company backed by premier investors, poised for double-digit growth. People-First Environment: Competitive compensation, comprehensive benefits, and a culture that celebrates continuous learning. About Blue Signal: Blue Signal is an award-winning, executive search firm specializing in various specialties. Our recruiters have a proven track record of placing top-tier talent across industry verticals, with deep expertise in numerous professional services. Learn more at /46Gs4yS

Created: 2026-03-04