Vice President, Global Customer Care

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What We Do:

At First Advantage, it’s our mission to deliver innovative solutions and insights to help our customers manage risk and hire the best talent. Leveraging an advanced technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 30,000 clients. Headquartered in Atlanta, GA and with an internationally distributed workforce spanning 17 countries with about 5,000 employees, First Advantage performs over 100 million screens in over 200 countries and territories annually.

The Vice President, Global Customer Care , serves as an enterprise executive responsible for defining and executing the global strategy for customer experience, service delivery, and operational performance. This role has end-to-end accountability for customer care across all regions, balancing service excellence, cost efficiency, and scalable growth.

This leader will guide the strategic evolution of the Customer Care function, leading a large, globally distributed organization through multiple layers of leadership while fostering a high-performance culture and building strong leadership capability h a deep commitment to customer advocacy and a focus on transformation and operational excellence, the VP will champion initiatives that elevate service standards, modernize delivery models, and drive measurable business outcomes, including customer retention, revenue protection, and operational margin.

This role serves as a key member of the leadership team, partnering closely with Go-To-Market (Customer Success, Sales, Product, Marketing), Finance, Technology, and Operations to align customer experience strategy with enterprise priorities.

The ideal candidate brings a proven ability to lead large-scale transformation, influence senior stakeholders, and deliver results in a fast-paced, globally complex environment.

Responsibilities:

Enterprise Ownership of Customer Care Strategy – Define and execute the Global Customer Care strategy, aligning service delivery, customer experience, and operational cost structures with overall business objectives and long-term growth targets.

Service Strategy & Delivery Model – Define and evolve global service delivery models and support strategies aligned to enterprise goals, customer segmentation, and scalable growth.

Customer Experience Leadership – Own and drive enterprise-wide customer experience strategy, ensuring consistent, high-quality outcomes across all touchpoints.

Team Leadership & Development – Lead and grow a senior operational management team, fostering performance through coaching, development planning, and clear accountability.

Business Performance & Outcomes – Establish and own KPIs tied to business outcomes, including customer retention, lifetime value, service cost per transaction, and operational efficiency.

Financial & Operational Ownership – Own the Global Customer Care budget and cost structure, drive efficiency, productivity, and ROI across all service operations while maintaining service quality and scalability.

Customer Insight & Experience Strategy – Establish enterprise voice-of-customer programs and advanced analytics to identify root causes, inform strategy, and drive continuous improvement.

Service Performance & Experience Outcomes – Own global service performance standards, ensuring consistency, responsiveness, and continuous improvement across all customer interactions.

Digital & Self-Service Strategy – Drive the expansion of self-service and automation capabilities to improve efficiency, scalability,…