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 what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large.

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 Wiley’s AI-enabled operating model d Wiley’s 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.

• 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.

• 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…