What are the responsibilities and job description for the VP of Global Customer Support Transformation position at Harri?
About Harri:
Harri is the first enterprise-ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First-driven individuals who want to exceed the expectations of those who experience our brand. If you’re a builder, or problem solver, and love the fast pace of a startup, it’s time to meet the Harri family.
Background
It's a great time to join Harri Technologies as we revolutionize the hospitality industry with our cutting-edge technology solutions for workforce management. We're an innovative, high-growth company with a global presence, dedicated to building strong partnerships and delivering measurable value to our customers.
We are excited to recruit for this visionary VP of Global Customer Support Transformation. This is not a traditional "keep the lights on" support role; it is a mandate to fundamentally reimagining our customer experience (CX). You will orchestrate a hybrid workforce of human experts and autonomous AI agents, shifting the human role from frontline execution to high-value orchestration and oversight.
What You'll Be Doing
As the VP of Global Customer Support Transformation, you will manage worldwide support operations with a focus on strategy, process standardization, and the integration of autonomous AI. You will:
We are looking for a results-driven leader with a proven track record of driving large-scale transformation initiatives through the dual lens of traditional support excellence and cutting-edge AI. You will possess:
You will enjoy a full-time working week of 40 hours per week and earn an annual salary of $175,000 - $225,000 depending on experience.
This role is based in our New York City office. You will manage worldwide support operations, primarily focusing on North America and the UK, requiring global coordination and high-level cross-functional leadership.
What will you get in return?
Creating an environment which enables our people to thrive is crucial for us. Harri offers a comprehensive benefits package designed to support you throughout your career here.
You’ll get:
We’re committed to building diverse talent at Harri and believe our strengths as a team come from having many unique perspectives. We value a healthy, vibrant, and inclusive organization that encourages everyone to be themselves at work. We are committed to valuing diversity and promoting equal opportunities for all and welcome applicants from all communities.
We will be reviewing applications on a rolling basis and reserve the right to close applications early.
Skills
Agentic AI Engineering
Strategic Global Operations
"AI-First" Metric Management
Technical Systems Architecture
Transformational Change Management
Harri is the first enterprise-ready workforce management platform built for the services vertical. The services vertical faces the greatest technological challenges that exist within the world of Human Capital Management and we believe they deserve a platform built from the ground up as a result. We have experienced a tremendous amount of growth since our 2012 inception and we have no plans on stopping that growth anytime soon. We are passionate about building a team of Service First-driven individuals who want to exceed the expectations of those who experience our brand. If you’re a builder, or problem solver, and love the fast pace of a startup, it’s time to meet the Harri family.
Background
It's a great time to join Harri Technologies as we revolutionize the hospitality industry with our cutting-edge technology solutions for workforce management. We're an innovative, high-growth company with a global presence, dedicated to building strong partnerships and delivering measurable value to our customers.
We are excited to recruit for this visionary VP of Global Customer Support Transformation. This is not a traditional "keep the lights on" support role; it is a mandate to fundamentally reimagining our customer experience (CX). You will orchestrate a hybrid workforce of human experts and autonomous AI agents, shifting the human role from frontline execution to high-value orchestration and oversight.
What You'll Be Doing
As the VP of Global Customer Support Transformation, you will manage worldwide support operations with a focus on strategy, process standardization, and the integration of autonomous AI. You will:
- Define AI-First Strategy & Vision: Execute the roadmap for integrating Agentic AI as the primary layer of support, identifying high-volume tasks for autonomous resolution.
- Lead Solution Design: Oversee the deployment of production-grade agentic AI solutions across connected systems like Salesforce, Zendesk, and our Customer Insights Platform.
- Orchestrate Human-AI Collaboration: Redefine the role of human agents to focus on complex, high-empathy interactions and "human-in-the-loop" (HIL) guidance.
- Manage Global Strategy & Operations: Standardize processes across North America and the UK, managing workforce planning and fostering a customer-first culture.
- Establish Governance & Risk Management: Implement frameworks to ensure AI actions are accurate, compliant, and transparent, preventing hallucinations and ensuring data privacy.
- Optimize Performance: Shift the needle from traditional metrics (AHT) to new KPIs such as AI containment rates and intervention effectiveness.
- Drive Cross-Functional Collaboration: Serve as the SME on Agentic AI, working with Sales, Product, and Engineering to integrate AI into end-to-end customer journeys.
We are looking for a results-driven leader with a proven track record of driving large-scale transformation initiatives through the dual lens of traditional support excellence and cutting-edge AI. You will possess:
- Leadership & Transformation: 5 years in a leadership role within customer service/operations; proven ability to lead and scale globally distributed organizations.
- Agentic AI Expertise: Deep understanding of Large Language Models (LLMs) and hands-on experience with frameworks such as LangChain, N8N, Vertex, or OpenAI.
- Technical Architecture: Strong understanding of conversational design, prompt engineering, and integrating AI with complex enterprise systems via APIs.
- Analytical Decision Making: Exceptional skills in interpreting data to optimize both human and AI performance and identify patterns for continuous improvement.
- Change Management: Excellent communication skills to inspire teams and build trust in a new human-AI hybrid operational model.
- Strategic Systems Thinking: Ability to design complex, integrated customer journeys that balance technical rigor with commercial results.
You will enjoy a full-time working week of 40 hours per week and earn an annual salary of $175,000 - $225,000 depending on experience.
This role is based in our New York City office. You will manage worldwide support operations, primarily focusing on North America and the UK, requiring global coordination and high-level cross-functional leadership.
What will you get in return?
Creating an environment which enables our people to thrive is crucial for us. Harri offers a comprehensive benefits package designed to support you throughout your career here.
You’ll get:
- Competitive salary and performance-based bonus structure.
- Generous Paid Time Off (PTO).
- Comprehensive health, dental, and vision insurance plans available.
- Opportunities for professional development and career growth in a rapidly expanding global company at the forefront of AI innovation.
We’re committed to building diverse talent at Harri and believe our strengths as a team come from having many unique perspectives. We value a healthy, vibrant, and inclusive organization that encourages everyone to be themselves at work. We are committed to valuing diversity and promoting equal opportunities for all and welcome applicants from all communities.
We will be reviewing applications on a rolling basis and reserve the right to close applications early.
Skills
Agentic AI Engineering
Strategic Global Operations
"AI-First" Metric Management
Technical Systems Architecture
Transformational Change Management
Salary : $175,000 - $225,000