Nothing

Role Description Define and own Nothing's global customer service strategy, integrating AI self-service, agent-assist tools, and predictive diagnostics across every market. - Build and run the global service partner ecosystem: repair networks, technology vendors, and AI platform partners aligned to aggressive satisfaction and cost targets. - Lead end-to-end journey optimisation, identifying friction points in both digital and physical service and shipping measurable fixes fast. - Set global service standards and governance frameworks for phones, audio, and connected devices while keeping local markets agile and compliant. - Partner with Product, Quality, and Growth to feed real service intelligence into hardware and software decisions. - Turn large-scale operational and customer data into clear strategic recommendations for the leadership team. - Build global capability: training programmes, knowledge systems, and AI-enabled tools that upskill both internal teams and external partners. Qualifications - 10+ years leading customer service, after-sales, or service transformation in consumer tech or telecoms, including direct experience scaling operations across multiple geographies. - Proven track record designing and running AI-enabled support: conversational AI, virtual assistants, agent-assist platforms, predictive analytics, or workflow automation. - Deep product knowledge across smartphones, audio, wearables, and connected devices, with the technical curiosity to go under the hood when needed. - Ownership mindset: you set your own targets, track the metrics that matter, and don't need a framework to tell you when something's broken. - Analytical by default: you derive clear decisions from large, messy datasets and aren't satisfied with directional insight when precision is possible. - Demonstrated experience managing global outsourced partners and cross-functional stakeholder environments across cultures and time zones. - Exceptional communication skills, up and down the org: equally comfortable briefing the CEO and coaching a regional ops team. Requirements - Location: San Francisco (or remote within the US for candidates who meet the qualifying standard). - Working Pattern: Full-time, in-office five days a week where based in SF. We can work around personal needs where it makes sense, but being together is how we do our best work. - Salary Range: $170,000–$190,000.