VP, Global Customer Care at Arrive (former EasyPark Group) in London

Job description

We’ve signed up to an ambitious journey. Join us! As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together. The Role We are seeking a transformational VP, Global Customer Care to lead and reimagine how customers engage with us across every touchpoint. This is a senior leadership role for an operator-strategist who thrives at the intersection of technology, people, and customer experience — someone who can run a complex, multi-channel, globally distributed operation today while architecting what customer engagement looks like tomorrow. You will oversee an operation spanning 200–1,000 agents across internal teams, offshore collaboration centers, and outsource partners, while accelerating our shift toward AI-augmented and digital-first service delivery. Critically, you bring a genuine passion for building inclusive, high-trust team cultures across borders, time zones, and working styles — where every team member, regardless of location, feels connected to a shared mission. This position requires closely partnering with C-suite and cross-functional teams in Product, Technology, Marketing, Operations, Finance, and HR. How to make an impact • Own end-to-end performance across all contact routes — voice, chat, email, SMS, and self-service — and all delivery partners (internal, offshore, and external). • Drive KPI excellence across CSAT, FCR, AHT, SLA adherence, and cost-per-contact, balancing efficiency with customer experience quality. • Lead capacity planning , forecasting, and workforce management in partnership with WFM and analytics teams. • Define and execute a multi-year contact center strategy that transforms customer care from reactive support into proactive, personalized, and predictive service aligned with business growth. • Partner with Product and Technology to build the roadmap for next-generation engagement capabilities, integrating conversational AI, virtual agents, agent-assist, and predictive analytics into daily operations. • Act as the executive voice of the customer , translating contact center insights into actionable improvements across product, marketing, and operations. About you You are a strategic, empathetic, and culturally aware leader who thrives in a dynamic environment. You bring a genuine passion for building inclusive, high-trust team cultures across diverse geographies, breaking down operational silos, and creating a shared sense of community for virtual and distributed teams. With strong communication norms, operational rigor, and executive presence, you excel at translating operational metrics into strategic growth for business partners and driving a culture of high performance, continuous learning, and employee wellbeing. Your background: • 10+ years of contact center leadership , including 5+ years managing 200+ agents across internal, offshore, and outsourced models. • Track record of driving large-scale transformations , including AI deployments (e.g., Zendesk, Decagon, Google CCAI, Amazon Connect, Genesys, Five9), platform migrations, operating model redesigns, and offshoring transitions. • Proven ability to define a long-term operational vision alongside direct P&L or major cost-center budget ownership and strong financial acumen. • Demonstrated success in unifying remote, multi-time-zone teams with an empathetic approach to cross-cultural communication, feedback, and conflict resolution. • Deep expertise in core channels (voice, digital, self-service) a