VP, Digital Experience & AI Service Operations - Nymbus

About Nymbus

Nymbus is a high-growth fintech company, ‘Built to Move,’ empowering banks and financial institutions to transform faster, compete smarter, and deliver greater value in today’s digital marketplace. At Nymbus, we’re revolutionizing banking technology. Our modern core platform and cloud-based solutions help financial institutions modernize, scale, and succeed.

We operate with an AI-first mindset across our business, continuously improving how we work and the value we deliver to our clients. We challenge the status quo, question assumptions, and work together to turn bold ideas into meaningful progress.

The Opportunity

Banks and credit unions are rebuilding what members and customers expect from service, and Nymbus is rebuilding how we deliver it. We are seeking a Vice President, Digital Experience & AI Service Operations to define and lead the multi-year strategy for how Nymbus supports its financial institution clients and their end users.

You will own the end-to-end support experience delivered through our hybrid Digital Experience Center (DXC) across phone, email, secure messaging, and chat (agentic), in a multi-tenant environment serving regulated institutions. You will lead the DXC organization and the human and AI workforce that operates alongside it.

You will report to the SVP, Banking Operations, and partner directly with Product, Engineering, Client Partners, Risk & Compliance, and Fraud.

What You Will Own

Set Vision and Multi-Year Strategy

• Define and execute the multi-year DXC strategy, including the operating model, service architecture, and AI roadmap.
• Own the economics of support: cost per resolution, cost to serve, and capacity, making deliberate trade-offs between cost, quality, and growth.
• Represent the voice of the client and end user to senior leadership, establishing the standard for world-class service.

Build and Scale the DXC Organization

• Lead, develop, and inspire the DXC organization, establishing a bench of leaders capable of scaling the function.
• Recruit managers and specialists with a focus on AI-fluent professionals, fostering a culture of continuous improvement, psychological safety, and AI curiosity.
• Design career paths, competency frameworks, and enablement for evolving roles, including knowledge engineers, AI quality reviewers, and escalation specialists.
• Oversee hiring, training, onboarding, and coaching across the DXC in partnership with the Senior Director, DXC.

Own the AI-First Support Architecture

• Own the strategy and execution to evolve the DXC into an AI-first model, balancing high-judgment human work with automated routine resolution.
• Evaluate, select, and manage adoption of AI support platforms; direct build-versus-buy decisions and vendor partnerships.
• Deploy AI voice and chat agents for multi-step banking workflows, establishing escalation logic, confidence thresholds, and human-in-the-loop governance.
• Establish accuracy, compliance, and quality standards for AI-delivered support in a regulated industry, including hallucination controls and auditability.
• Build continuous feedback loops turning resolution failures, repeat contacts, and escalation patterns into model and workflow improvements.

Lead Segment-Calibrated Service Excellence

• Build service models matched to client segment, size, and complexity, balancing automated support with high-touch expertise for larger institutions.
• Design specialized routing and escalation frameworks for complex questions across voice, chat, email, secure messaging, and AI chat.
• Serve as executive authority for high-sensitivity client escalations and critical relationship moments.

Drive Retention and Service Growth

• Use predictive analytics and operational telemetry to identify emerging client risk early and resolve issues proactively.
• Identify and size service growth opportunities, building business cases for value-add service offerings in partnership with Client Partners and Product.
• Integrate support outcomes as a measurable input to client retention and net expansion.

Cross-Functional Alignment & Operational Rigor

• Partner with Product and Engineering to route production-scale support signals into product roadmaps and AI configurations.
• Partner with Risk, Compliance, and Fraud to embed regulatory, complaint-handling, and fraud-prevention requirements into operations.
• Set and own support KPIs, including AI-era metrics: deflection quality, containment, AI resolution accuracy, cost per resolution, and outcome-based CSAT.
• Own the DXC systems architecture across CCaaS, IVR/IVA, CRM, knowledge management, workforce management, and AI tooling.

What You Will Bring

Required Qualifications

• Bachelor's degree in Business, a technical discipline, or equivalent practical experience.
• 10+ years of progressive customer support management experience, with at least 5 years within the SaaS industry.
• 5–7 years of experience leading contact center operations (CCaaS) with direct people leadership.
• 5+ years of experience managing remote teams.
• Proven track record of leading and scaling support/CX organizations of 50+ people.
• Prior experience within banking, fintech, or broader financial services.
• Experience operating CCaaS technology across chat, voice, and email, alongside IVR/IVA systems and SIP/VOIP integrations.
• Understanding of AI agent workflows in customer support, human-in-the-loop design, and knowledge curation.
• Working knowledge of regulatory compliance in financial institution servicing (complaint handling, consumer protection, data privacy).
• Strong analytical acumen and command of support operations metrics.
• Willingness to travel as necessary.

Preferred Qualifications

• Hands-on experience leading AI adoption or operational transformation within a live support environment.
• Lean Six Sigma certification, process improvement credentials, or a data science background.
• Direct banking compliance and fraud mitigation experience.
• Experience scaling multi-tenant support operations where business growth outpaces headcount.
• Track record of building support-to-product feedback loops that directly influence engineering roadmaps.
• Experience with advanced workforce planning and demand forecasting.