VP, Digital Products, Customer Experience & Opportunity-to-Cash

Job Summary

The VP Digital Products Customer Experience & Opportunity-to-Cash will be a visionary leader responsible for defining and executing a unified digital product strategy that streamlines the entire customer journey from initial inquiry through order fulfillment and payment collection. This executive will drive operational excellence and business growth by creating new and integrated AI capabilities that significantly improve the speed and efficiency of customer interactions and product delivery.

This position will be based onsite at Vertivs Westerville OH - HQ office location.

Responsibilities:

Strategic Vision & Product Leadership:

• Develop and champion a cohesive digital product vision and roadmap that aligns customer experience (CX) O2C and sales operations with overall company goals.
• Identify opportunities to leverage AI data and automation to create intelligent scalable solutions that enhance the customer journey and operational efficiency.
• Lead the entire product lifecycle for a suite of digital products from ideation and development to launch and ongoing optimization ensuring a focus on user-centric design and intuitive experiences.

AI Integration & Process Acceleration:

• Customer Inquiry & Support:Implement AI-powered tools such as intelligent virtual assistants and natural language processing (NLP) agents to automate and expedite customer interactions reducing response times and enhancing satisfaction.
• Opportunity-to-Cash (O2C) Optimization:Integrate AI capabilities to streamline O2C processes including automated order processing invoice discrepancy detection payment matching and proactive dispute resolution.
• Product Delivery:Utilize AI and data analytics to improve demand forecasting optimize inventory management and enhance sales order management thereby accelerating the speed and accuracy of product delivery.

Cross-Functional Collaboration & Operations:

• Collaborate closely with Sales Engineering Finance Customer Success and Operations teams to ensure seamless process hand-offs and a consistent high-quality customer experience across all touchpoints.
• Serve as the voice of the customer at the executive leadership table using data-driven insights to influence roadmap development and company strategy.
• Establish and monitor key performance indicators (KPIs) and metrics such as order cycle time Days Sales Outstanding (DSO) and customer satisfaction scores to measure success and identify areas for improvement.

Team Leadership & Management:

• Build lead and mentor a high-performing cross-functional team of product managers data scientists and engineers fostering a culture of innovation collaboration and accountability.
• Provide guidance and support to team leads across customer success and services ensuring the team is equipped with necessary tools and resources to excel.
• Drive a data-driven culture ensuring decisions are informed by data analysis and customer feedback.

Requirements:

• Experience:10+ years of progressive leadership experience in product management customer experience or sales/business operations with a proven track record of developing and launching successful digital products.
• AI/Technology Acumen:Strong understanding of AI machine learning and automation technologies with demonstrated experience in integrating these capabilities to solve complex business problems.
• Industry Knowledge:Deep expertise in the Order-to-Cash (O2C) lifecycle customer relationship management (CRM) and sales operations processes.
• Leadership & Strategy:Exceptional strategic thinking communication and leadership skills with the ability to inspire and align diverse teams toward a common vision.
• Education:Bachelors degree in Business Engineering Computer Science or a related field; an MBA or advanced degree is a plus.
• Data-Driven Mindset:Proficiency in data analysis and using insights to shape strategy and measure performance
  

The successful candidate will embrace Vertivs Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

Customer Focus

Operational Excellence

High-Performance Culture

Innovation

Financial Strength

OUR BEHAVIORS

Own It

Act With Urgency

Foster a Customer-First Mindset

Think Big and Execute

Lead by Example

Drive Continuous Improvement

Learn and Seek Out Development

About Vertiv

Vertiv is a $8.0billion global critical infrastructure and data center technology company. We ensure customers vital applications run continuously by bringing together hardware software analytics and ongoing services. Our portfolio includes power cooling and IT infrastructure solutions and services that extends from the cloud to the edge of the network. Headquartered in Columbus Ohio USA Vertiv employs around 20000 people and does business in more than 130 countries. Visit to learn more.

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E F-1 H-1 H-2 L B J or TN or who need sponsorship for work authorization now or in the future are not eligible for hire.

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring terms of employment mobility training compensation and occupational health without discrimination as to age race color religion creed sex pregnancy status (including childbirth breastfeeding or related medical conditions) marital status sexual orientation gender identity / expression (including transgender status or sexual stereotypes) genetic information citizenship status national origin protected veteran status political affiliation or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position you can request help by sending an email to @.

#LI-RB1