Vice President, Transformation Services

About the Role

Liveops is seeking a builder, operator, and commercially minded transformation leader to establish and grow a newly created client-facing Transformation Services capability.

Clients are rethinking customer journeys, workflows, technology, workforce models, cost structures, and operations as AI changes how work gets done and where human expertise creates the greatest value. AI is central to this shift, but this role will begin with the client's underlying business problem rather than a predetermined technology or solution.

This is a builder role. The Vice President will turn Transformation Services from an emerging capability into a repeatable, commercially successful business while serving as a senior strategic partner to Sales and Client Success on complex growth opportunities. This leader will personally lead early transformation work, architect integrated business solutions, help shape the AI and technology ecosystem Liveops brings to clients, and turn what we learn into offerings and capabilities that can scale.

What You'll Do

Build and Scale Transformation Services

• Define and launch a focused portfolio of offerings, including AI and CX readiness and opportunity assessments, customer-journey and workflow transformation, and future-state operating-model design.
• Create repeatable methodologies, diagnostics, decision frameworks, deliverables, governance standards, quality controls, engagement models, packaging, scopes, pricing, delivery standards, and go-to-market enablement.
• Build an initial team and flexible network of internal and external subject-matter expertise while personally leading early lighthouse engagements.
• Use early client work to refine the portfolio, prove value, and establish a sustainable commercial and delivery model.

Lead Client Transformation Strategy

• Diagnose complex and underperforming customer operations, separating symptoms from root causes and translating ambiguity into a prioritized transformation agenda.
• Lead executive discovery and build a shared fact base using customer-interaction data, operational performance, stakeholder interviews, journey analysis, and frontline insight.
• Identify where AI should automate work, where it should augment human performance, and where human judgment, empathy, persuasion, trust, compliance, or complex problem-solving should remain central.
• Redesign customer operations around the right combination of AI and human expertise and define the organizational changes needed to make the new model work.
• Translate findings into decision-ready recommendations, business cases, target outcomes, and sequenced roadmaps that move clients from experimentation toward production and continuous improvement.

Connect Strategy to Implementation and Operations

• Ensure transformation recommendations survive contact with the real operating environment by staying connected through implementation, operation, measurement, and optimization.
• Define what should change, why it matters, and how the future-state operating model should work, then remain closely engaged with Professional Services as it leads configuration, integration, deployment, and technical enablement.
• Partner with Technology and Innovation to determine where LiveNexus or other Liveops technology creates differentiated value.
• Evaluate technology and partner options objectively, including whether clients should build, buy, integrate, or optimize existing investments. Recommend the approach that best supports the operating model, expected value, risk requirements, and client readiness.
• Connect the strategy to the right combination of Productized Services, workforce capabilities, Global Delivery, and external partners without forcing clients into a single Liveops ecosystem.
• Establish shared governance, decision rights, risk management, and value tracking that preserve the transformation intent while maintaining clear ownership for execution.

Build the Market and Drive Commercial Growth

• Own the business solution architecture for transformation-led opportunities, ensuring Liveops solves the client's underlying problem rather than defaulting to individual products, services or delivery models.
• Serve as a senior strategic partner to Sales and Client Success on complex opportunities involving AI, CX transformation, operating-model redesign, technology or economics.
• Lead executive discovery and help clients define the underlying problem before Liveops prescribes a solution.
• Architect the business solution across the right combination of Transformation Services, LiveNexus, PS, workforce, Global Delivery and partners.
• Help shape and close opportunities through transformation hypotheses, business cases, executive presentations, proposals, and statements of work.
• Create demand within the installed base through senior client conversations about emerging CX, AI, operating, and technology priorities.
• Develop repeatable transformation-led sales plays and enablement that the broader team can use without permanent dependence on this role.

Shape the Technology and Partner Ecosystem

• Continuously evaluate emerging AI, CX, automation, analytics, and workflow technologies through the lens of client problems and operating-model value.
• Help establish a framework for where Liveops should build, partner, integrate, or leverage third-party technology.
• Lead the business and operational assessment of prospective technology partners alongside Technology and Innovation. Technology retains ownership of technical integrity and architecture; Partnerships retains broader commercial relationship ownership.
• Recommend priority partners and use cases based on client need, differentiation, time-to-value, economics, and strategic fit.
• Work with Technology, Partnerships, and Sales to turn selected capabilities into client-ready solutions.

Turn Client Work into Reusable Liveops Advantage

• Measure whether transformations produce the intended customer, operational, and business outcomes.
• Turn client learning into reusable methodologies, benchmarks, offerings, proof points, and sales plays.
• Feed learning back into LiveNexus, Liveops' operating model, technology and partner priorities, and future client work.

Lead the Team and the Enterprise

• Recruit, develop, and lead a team that combines strategic thinking, customer-operations expertise, technology fluency, analytical rigor, and executive presence.
• Establish a culture of intellectual honesty, practical problem-solving, commercial discipline, and accountability for measurable outcomes, with the confidence to challenge clients and Liveops leaders when the evidence does not support the prevailing answer.
• Lead through influence across Sales, Client Success, Delivery, Global Delivery, Technology and LiveNexus, Product, and Partnerships. Establish clear decision rights and working relationships, and bring client learning back into Liveops’ strategy, capabilities, technology priorities, and operating practices.

Qualifications

Required

• 12+ years of relevant experience, including demonstrated success transforming complex customer operations and delivering measurable business outcomes.
• Experience advising and constructively challenging C-suite clients, aligning diverse stakeholders, and using strong operating judgment to translate ambiguity into clear decisions.
• A record of building a new capability and turning early client work into repeatable offerings, intellectual property, and commercial enablement.
• Strong commercial instincts and experience shaping, pricing, and closing complex opportunities and owning or materially influencing revenue or P&L.
• Ability to architect an integrated business solution across transformation, technology, implementation, workforce, delivery, and partner capabilities.
• Sufficient fluency across AI and the CX technology ecosystem to evaluate opportunities, make sound decisions, and effectively challenge technical and functional experts.
• Outstanding executive communication, presentation, facilitation, and relationship-building skills.
• Bachelor's degree or equivalent combination of education and relevant experience.

Preferred

• Leadership experience in complex customer operations or deeply embedded contact-center advisory work.
• Experience launching and managing a transformation capability connected to professional services, technology platforms, managed services, or outsourced operations.
• Experience with AI readiness, data readiness, AI governance, enterprise change adoption, and regulated or high-consequence environments.

Success Measures

First-year success will be measured across four dimensions:

• Build: Repeatable offerings, methodology, packaging, pricing, delivery model, and go-to-market enablement.
• Win: Strategic pipeline and closed revenue influenced, including broader Liveops business enabled by transformation-led solutioning.
• Prove: Lighthouse engagements with measurable outcomes and referenceable proof points.
• Scale: Repeatable sales plays, methodologies, partnerships, and internal capabilities that do not permanently depend on this individual.

Why this role is unique

Unlike traditional consulting, this role does not stop at recommendations. Transformation Services sits alongside the technology, implementation, workforce, and operating capabilities required to put strategy into production, measure what happens, and continuously improve it.