Corporate VP, Customer Service

We believe in bold ideas diverse perspectives and the drive to transform knowledge into impact. Here your curiosity fuels progress your voice shapes innovation and your ambition helps redefine whats possible within science and learning. We are a culture that obsesses over impact challenges and drives whats next to power infinite possibilities for our customers colleagues and society at large.

About the Role:

Corporate VP Customer Service

Overview

This is a senior enterprise leadership opportunity to redefine how Wiley serves retains and grows customers globally. The successful leader will shape a modern service model that improves customer trust accelerates resolution strengthens commercial insight and advances Wileys AI-enabled operating model at scale.

Lead Wileys Customer Service organization through a strategic transformation from a cost-managed support function into an AI-enabled proactive service capability that improves customer experience strengthens operational performance and creates differentiated value for the business. Reporting to the EVP Technology and Operations (T&O) this enterprise leader will own Wileys service strategy lead a global employee and vendor-provided workforce and serve as a member of the T&O Leadership Team.

Key Responsibilities

• Build and own a world-class customer experience organization that is AI-enabled scalable cost-effective and trusted by customers. Use AI and automation to resolve routine needs quickly and consistently while focusing human expertise on moments that require judgment empathy escalation or commercial nuance across customer care technical/product support order processing invoicing/billing and customer intelligence.

• Design and establish a consistent global customer experience model that connects AI human agents vendors and product teams. Ensure service is designed into product launches scaled through automation strengthened through product management partnership and governed through clear SLAs quality standards and customer outcome metrics.

• Build and deliver a reliable Voice of Customer intelligence capability that routes service insights such as CSAT/NPS/CES with verbatims repeat contact rate escalation themes sentiment trend and self-service deflection failures to the functions that can turn them into enterprise value.

• Own performance metrics that provide clear visibility into customer experience workforce effectiveness product performance and financial health enabling trusted operating reviews and business performance decisions.

• Own the departmental budget delivering sustainable year-over-year cost improvements audit/SOX compliance and disciplined investment in AI-enabled capabilities without compromising customer quality or service reliability.

Required Experience & Qualifications

Essential

• 15 years in customer service/customer experience leadership including direct P&L and vendor-management accountability at scale.

• Genuine transformation and AI fluency as operating instincts with the judgment and conviction to make strategic trade-offs in a transformation environment.

• Demonstrated experience leading a function through an operating-model transformation.

• Working fluency and hands-on familiarity with AI-enabled service technology (e.g. agentic/virtual agents AI governance frameworks human-in-the-loop design).

• Successful track record of partnering with Product and Engineering teams to embed service/support thinking into product design and launch.

• Strong executive communicator with demonstrated experience presenting to executive and board levels with clarity and candor.

• Comfortable working in a highly matrixed organization and able to build shared infrastructure with adjacent functions.

Desirable

• Experience in publishing information services or subscription-based industries.

• Prior ERP/CRM modernization experience (SAP Salesforce Service Cloud or equivalent).

• Experience specifically standing up or governing agentic/AI-driven service capabilities with and without a vendor.

Success Metrics Year 1

• AI-enabled service operating as credible Tier 1/2 support improving speed consistency and resolution quality while concentrating human expertise on Tier 2/3 complexity.

• Customer service strategy and support requirements embedded in flagship products at launch improving adoption customer experience and service readiness rather than being retrofitted after release.

• Voice of Customer intelligence actively supports renewals identifies friction points and generates qualified upsell/cross-sell insights for Sales Marketing and Product partners.

• A trusted performance model is live and driving decisions with clear visibility into customer satisfaction resolution performance quality cost-to-serve and human-vs-AI effectiveness.

• Total organizational cost run-rate is at or below end-state targets with AI investment managed as a deliberate trade-off against savings service quality and long-term scalability.

We power infinite possibilities.

For more than 200 years weve transformed knowledge into discoveries that shape the world. Today our global team of innovators creators and experts is driving whats next in science education and publishingcreating impact that reaches everywhere.

Were not just observers of progress. Were the ones accelerating scientific breakthroughs advancing learning and sparking innovation that redefines entire fields and improves lives.

Here your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything.

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race color religion sex sexual orientation gender identity or expression national origin disability protected veteran status genetic information or based on any individuals status in any group or class protected by applicable federal state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact for assistance.

We are proud that our workplace promotes continual learning and internal mobility. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development and through a robust body of employee programing we facilitate a wide range of opportunities to foster community learn and grow.

We are committed to fair transparent pay and we strive to provide competitive compensation in addition to a comprehensive benefits package. The range below represents Wileys good faith and reasonable estimate of the base pay for this role at the time of posting roles in the United Kingdom Canada USA Austria Czechia Denmark France Greece Italy Netherlands Romania or Spain. It is anticipated that most qualified candidates will fall within the range however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors including but not limited to geographic location skills and competencies.

When applying please attach your resume/CV to be considered.

Salary Range:

218900.00 USD to 328566.66 USD #LI-JL1

Required Experience:

Exec