Role Description Our Client is building the next generation of AI-powered customer experience technology — combining intelligent automation, AI orchestration, and human-in-the-loop service delivery into a unified ecosystem. This is not a traditional enterprise product role. They are looking for a highly technical, entrepreneurial VP, AI Platforms & Product Innovation to help lead and scale two interconnected AI platforms designed to transform how businesses deploy and manage customer engagement operations. The organization is currently operating within a high-growth CX/BPO environment and is prepared for exponential growth with this new product! This is a hands-on leadership role for someone who can operate strategically while also diving deep into architecture, AI infrastructure, product execution, and technical decision-making. The ideal candidate understands both the promise and limitations of AI and can build scalable, commercially viable products in a fast-moving environment. The ideal candidate for this role will own the evolution of: - A self-service AI agent platform that enables businesses to build and manage their own AI-powered CX workflows - An AI-driven operational intelligence platform that centralizes business insights through natural language interaction What the VP, AI Platforms & Product Innovation will do: - Own the end-to-end product roadmap for multiple AI platforms - Lead product, engineering, architecture, DevOps, AI/ML, and UX strategy - Manage the transition of the current MVP from an external development partner to an internal product organization - Build and scale a remote engineering and product team - Drive rapid feature development through agile sprint execution - Improve AI agent performance, orchestration, and operational intelligence capabilities - Optimize infrastructure efficiency, token consumption, and platform scalability - Partner closely with executive leadership on commercialization and growth strategy - Help shape the long-term vision of a unified AI + BPO ecosystem - Oversee integrations across AI, automation, and CCaaS technologies - Develop scalable systems that support both self-service AI and human-in-the-loop operations - Balance innovation with operational execution and business outcomes Qualifications - Deep expertise in AI/ML platforms, architecture, and applied automation - Strong understanding of CCaaS, contact center technologies, and CX operations - Experience building or scaling AI-driven SaaS platforms - Hands-on technical leadership experience in high-growth or startup environments - Ability to operate both strategically and tactically - Strong knowledge of infrastructure, APIs, DevOps, and modern cloud architecture - Proven experience leading remote engineering and product teams - Entrepreneurial mindset with strong execution capabilities - Ability to distinguish between true AI capabilities and basic intelligent automation - Experience taking products from MVP to scalable commercialization - Strong communication and cross-functional leadership skills - Comfortable working in fast-paced, evolving environments with ambiguity Preferred background - Conversational AI, voice AI, or agentic AI experience - Experience within BPO, outsourcing, or contact center environments - Exposure to operational intelligence or workflow automation platforms - Experience managing AI infrastructure cost optimization - Prior startup or venture-backed company experience - Director-level technical product leaders ready to step into a VP-level role are encouraged to apply Additional Details - Remote-based role (U.S. preferred) - Travel under 30% - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off (Vacation, Sick & Public Holidays) - Family Leave (Maternity, Paternity) - Short Term & Long Term Disability - Training & Development - Work From Home

• Communicate a clear sense of purpose that teams want to rally behind. • Maintain visibility across the groups and departments within your discipline. • Establish the client service model the whole team operates by, standardizing practices, cadences, and ways of working. • Own organic growth across the portfolio by spotting where we can deepen existing relationships. • Oversee the entire account function as the senior relationship owner. • Identify and pursue opportunities to win net-new clients. • Build and lead a first-class account team. • Lead how we integrate AI into account operations and client work. • Get things done through both formal and informal channels. • Learn quickly when facing new problems and experiment to find winning solutions.

• Develop and execute the Americas channel and alliance strategy aligned with Anomali's corporate growth objectives. • Build a scalable and predictable partner business that contributes significantly to pipeline generation, bookings, and revenue growth. • Establish annual business plans, revenue targets, and growth initiatives across all partner segments. • Identify and prioritize strategic partnerships that accelerate customer acquisition, market expansion, and competitive differentiation. • Own partner-sourced and partner-influenced revenue objectives across the Americas. • Recruit, develop, and grow a high-performing ecosystem of distributors, VARs, MSSPs, systems integrators, cloud partners, and technology alliances. • Establish executive-level relationships with key partners and act as Anomali's senior sponsor within strategic accounts. • Drive partner activation, productivity, and long-term growth through structured engagement and measurable performance metrics.

Role Description We are seeking a customer-oriented person, skilled in Order-to-Cash and leadership. As a Sidetrade’s AVP, CS for North America, you and your team will be in charge of our enterprise clients based in these regions, driving adoption and helping customers achieve and sustain excellence within their Order-to-Cash space. The customers’ success leading to renewals, expansion, and advocacy. - Use your Customer Success and leadership skills and good Order-to-Cash knowledge to manage and grow the Customer Success Team in charge of North America. - Be the main point of contact between the company and a set of named enterprise accounts. - Leverage your Customer Success and Order-to-Cash experience to provide insights to customers and ensure that they get the most out of the Sidetrade solution(s) they use. - Understand each customer’s outcomes by communicating with key stakeholders, analyze customer health metrics, provide insights that will lead to success. - Understand and support the customers’ Order-to-Cash KPIs, strategic objectives and Credit Management landscape. - Be the voice of the customer when dealing with the other Sidetrade Departments (Product Management, Professional Services, Sales, Finance and Support). - Gauge customers' levels of engagement with the company and provide feedback to the other teams regarding product and service improvements. - Lead, mentor, and develop a team of Customer Success Managers (CSMs) to ensure they meet performance goals and deliver high-quality support to customers. - Identify upsell and cross-sell opportunities and collaborate closely with the Sales team to support renewals and expansion opportunities. Qualifications - Experience as a Customer Success leader in SaaS Company, in the O2C / Fintech, or leadership experience in a consulting, advisory, or transformation role within Order‑to‑Cash, Working Capital, or Finance Transformation. - Demonstrated success in managing complex customer relationships and driving customer satisfaction, retention, and growth. - Strong leadership and team management skills, with the ability to motivate and inspire a team. - Strong client facing skills. - Strong problem-solving skills and the ability to handle challenging customer situations. - Passion for understanding customer needs and delivering an exceptional customer experience. - Ability to see the big picture and develop long-term strategies for customer success. - Track record of delivering measurable outcomes and achieving key business objectives. - Excellent team player with a natural ability to work across departments and influence stakeholders. - Excellent verbal and written communication and presentation skills. - Success working in a fast-paced environment with a rapidly growing company. - Bachelor's or Master's degree in Finance, Business Administration, Economics or relevant field. - Open to some travel to meet with customers. Benefits - Health & wellness – medical coverage, life insurance, 401k matching and other wellness programs. - Time off – competitive paid holidays plus public holidays. - Career growth & compensation – competitive salary, equal opportunities, learning & mentorship programs, and advancement support.