The Opportunity

Liveops is evolving how customer experience is designed, delivered, and improved. As AI changes the economics and operating model of customer engagement, organizations increasingly need more than technology, consulting, or outsourced labor alone. They need a partner who can bring together AI, human expertise, workflows, data, technology, and governance to deliver measurable business outcomes.

The Vice President of Transformation & Solutions will play a critical role in building that capability at Liveops.

This leader will work directly with clients to identify opportunities for transformation, redesign customer experience operations, determine where AI and automation can create value, define where human judgment remains essential, and translate those insights into executable solutions.

The role will also lead Product Management for Liveops' emerging technology-enabled and services offerings, ensuring that what we bring to market is driven by real client needs, commercially viable, repeatable, and differentiated.

This is not a traditional consulting role, product role, or technology role. It sits at the intersection of all three.

The successful candidate will combine CX transformation expertise, commercial judgment, technology fluency, product discipline, and executive-level client leadership with the ability to move quickly from strategy to implementation.

What You Will Own

Client Transformation & Advisory

Lead strategic engagements with clients to define how their CX operating models should evolve as AI, automation, global delivery, and human expertise converge.

You will:

• Diagnose client business problems, operating constraints, customer journeys, workflows, and performance gaps before recommending technology.
• Help clients determine where work should be automated, AI-assisted, human-led, or redesigned entirely.
• Assess AI and operational readiness across people, process, technology, data, governance, and measurement.
• Design future-state CX operating models integrating AI, human expertise, workflows, technology platforms, data, and delivery models.
• Develop transformation roadmaps that connect strategy to practical implementation.
• Build business cases that quantify expected value, investment, risk, and measurable outcomes.
• Advise senior client executives on technology choices, operating-model decisions, and transformation priorities.
• Ensure recommendations reflect the realities of implementation, adoption, security, compliance, workforce change, and ongoing operations.

Solution Strategy & Architecture

Translate client needs into integrated solutions that combine Liveops capabilities with client and partner technologies.

You will:

• Lead solution design across Liveops' workforce, global delivery, LiveNexus, AI capabilities, Transformation Services, and partner ecosystem.
• Determine the appropriate combination of build, buy, partner, integrate, and optimize for client solutions.
• Work closely with Technology & Innovation to translate market and client requirements into technical requirements and development priorities.
• Evaluate emerging CX and AI technologies based on business value, maturity, scalability, integration requirements, economics, and strategic fit.
• Help build and manage a strategic ecosystem of technology partners that accelerates Liveops' ability to bring differentiated solutions to market.
• Ensure Liveops maintains accountability for the client outcome even when components of the solution are delivered through partners.

Product Management & Commercialization

Own the discipline that connects market demand to Liveops' product and service roadmap.

You will:

• Identify the client problems and market opportunities Liveops should solve repeatedly.
• Define product and solution requirements based on client demand, competitive dynamics, strategic differentiation, and economic potential.
• Partner with Technology & Innovation on roadmap prioritization and product development.
• Establish clear criteria for what Liveops should build versus access through strategic partners.
• Turn successful client solutions into repeatable, scalable offerings rather than one-off projects.
• Develop positioning, packaging, pricing, business cases, implementation models, and success measures in partnership with Sales, Marketing, Finance, Technology, and Delivery.
• Drive lifecycle decisions, including when capabilities should be invested in, partnered for, consolidated, or discontinued.
• Establish a disciplined product intake and prioritization process tied to client value, revenue opportunity, strategic differentiation, investment requirements, and expected return.
• Ensure new offerings are commercially and operationally ready before broad market launch.

From Strategy to Implementation

Transformation at Liveops must result in operational change, not presentations.

You will:

• Translate recommendations into executable implementation plans with clear ownership, milestones, dependencies, economics, and success measures.
• Partner with Technology, Delivery, Customer Success, Workforce Management, Learning, and other functions to move solutions from design through implementation.
• Establish clear pilot and proof-of-value methodologies with defined success criteria, conversion paths, and decision gates.
• Prevent pilots and bespoke client projects from becoming open-ended experiments.
• Ensure learnings from implementations are captured and incorporated into future solutions, methodologies, products, and client engagements.
• Help establish reusable transformation frameworks, assessment methodologies, playbooks, benchmarks, and intellectual property.

Operational Intelligence & Continuous Improvement

Help build Liveops' ability to turn customer interactions and operational data into actionable intelligence.

You will:

• Partner with Technology & Innovation to define how interaction, operational, workforce, and outcome data can be used to identify opportunities for improvement.
• Ensure client solutions establish appropriate baselines and measures of success before implementation.
• Connect insights to operational action, then measure whether those changes produced the intended outcome.
• Help build a repeatable learning loop from interaction → signal → insight → action → outcome → learning.
• Translate learnings across clients into reusable methodologies, benchmarks, solution improvements, and intellectual property.
• Help determine what data, methodologies, orchestration logic, and insights Liveops must own to create durable differentiation.

Commercial & Growth Leadership

This role is expected to contribute directly to growth.

You will:

• Partner with Sales and Customer Success on strategic pursuits, installed-base expansion, and executive client conversations.
• Identify transformation opportunities within existing Liveops relationships.
• Help Sales move from selling individual capabilities to solving broader client business problems.
• Develop compelling business cases and value propositions tied to measurable client outcomes.
• Support complex enterprise pursuits where technology, transformation, global delivery, and human expertise must come together.
• Own or materially influence pipeline, bookings, revenue, margin, and adoption for Transformation & Solutions offerings.
• Build repeatable commercial motions that reduce dependence on bespoke selling.

How You Will Work Across Liveops

This role is intentionally cross-functional.

You will partner particularly closely with:

Technology & Innovation to translate market needs into product requirements, architecture, integrations, and proprietary capabilities.

Global Delivery & Operations to ensure solutions can be operationalized reliably and at scale.

Sales & Customer Success to identify opportunities, shape solutions, expand strategic relationships, and demonstrate value.

Marketing to translate capabilities into clear market positioning, thought leadership, sales enablement, and demand generation.

Finance to build credible business cases, pricing models, investment decisions, and solution economics.

The VP of Transformation & Solutions will often serve as the connective point between these functions, ensuring that Liveops moves from client problem to solution to implementation to measurable outcome.

What Success Looks Like

Within the first 12 months, this leader will be expected to:

• Establish a clear and repeatable Liveops transformation methodology.
• Launch and commercialize a focused portfolio of 2 to 3 strategic Transformation & Solutions offers.
• Put multiple technology-enabled client solutions into production with measurable business outcomes.
• Establish a disciplined Product Management and portfolio-prioritization process.
• Rationalize emerging capabilities through a clear Build / Buy / Partner / Integrate / Stop framework.
• Develop strategic technology partnerships that materially accelerate Liveops' time to market.
• Create repeatable solution architectures, assessment frameworks, business cases, and implementation playbooks.
• Demonstrate measurable Transformation & Solutions pipeline, bookings, revenue, and margin.
• Establish clear client proof points demonstrating Liveops' ability to operationalize AI alongside human expertise.
• Help define and prove the proprietary capabilities and intellectual property Liveops should own as the company evolves.

What You Bring

We are looking for an executive who combines strategic thinking with the ability to make things happen.

The ideal candidate brings:

• 12+ years of leadership experience across customer experience, transformation, consulting, product management, technology solutions, or related disciplines.
• Deep understanding of modern CX operations and technology, including CCaaS, conversational AI, Agent Assist, automation, analytics, knowledge management, workforce technologies, CRM, and emerging AI capabilities.
• Demonstrated experience leading complex client transformation or solution-design engagements.
• Strong Product Management discipline, including market discovery, requirements definition, roadmap prioritization, portfolio management, commercialization, and lifecycle decisions.
• Demonstrated ability to evaluate build versus buy versus partner decisions objectively.
• Experience translating complex technology into clear business value for executive audiences.
• Strong commercial acumen, including business cases, pricing, solution economics, revenue growth, and margin.
• Experience moving concepts from strategy through implementation and measurable results.
• Demonstrated ability to work across Product, Engineering, Sales, Marketing, Operations, Customer Success, and Finance.
• Experience building reusable methodologies, solutions, or products rather than relying primarily on bespoke client work.
• Strong understanding of how AI is changing CX operating models, workforce requirements, customer journeys, and economics.
• Executive presence and credibility with senior client leaders.
• Comfort operating in an environment where the answer may be to build, partner, integrate, or stop rather than automatically creating new technology.

Leadership Characteristics

The right leader will be:

Outcome-oriented. Starts with the business problem and desired result, not the technology.

Commercially minded. Understands that innovation only matters if clients value it and Liveops can create attractive economics from it.

Technology fluent, but technology agnostic. Understands the ecosystem deeply without becoming attached to a particular platform or solution.

Intellectually honest. Will challenge assumptions, including Liveops' own, and is willing to recommend partnering instead of building.

Client credible. Can move comfortably between a CEO-level strategy conversation and a detailed solution-design discussion.

A translator. Can connect client needs, business strategy, technology, operations, and economics in language each audience understands.

A builder. Comfortable creating new methodologies, offerings, processes, teams, and commercial models rather than inheriting a mature function.

Collaborative without being passive. Builds strong cross-functional relationships while creating clarity, making decisions, and driving accountability.

Pragmatic and fast. Knows when more analysis is required and when there is enough information to move.

Why This Role Matters

The CX market is entering a period where technology alone will not determine the winners.

Organizations have access to more AI capabilities than ever before. The harder challenge is determining where AI belongs, where human expertise belongs, how work should flow between them, how technology fits into the existing operating environment, and whether the resulting model actually improves business outcomes.

Liveops has an opportunity to occupy that space.

Our ambition is not to build every technology ourselves. It is to combine the right technology, human expertise, operational knowledge, global delivery, and transformation capability into solutions that produce measurable outcomes for clients.

The Vice President of Transformation & Solutions will help turn that ambition into a repeatable business.

About Liveops

Liveops is redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years, we’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible workforce model, we bring global reach with unmatched adaptability—helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients—delivering personalized experiences that earn trust and drive lasting impact. It’s not outsourcing; it’s outsmarting. To learn more, visit www.liveops.com.