Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.
As the VP of Implementation Services & Customer Support, you will serve as the executive operational leader responsible for the execution of our global operational vision. You will bridge high-touch technical client onboarding with high-volume contact center operations. This role reports directly to the Sr VP Global Operations, who is based in the US.
Managing a highly regulated, complex data environment, you will drive operational efficiencies, accelerate client Time-to-Value (TTV), uphold rigorous SLAs, ensure data reliability, and build an environment that delivers an exceptional customer experience.
What You'll Do
- Front-Line Operational Delivery: Support direct end-to-end operational delivery across assigned departmental service lines, ensuring tasks are completed accurately and on schedule.
- Quality & Predictability : Monitor day-to-day team performance with an eye on task accuracy, cycle-time speed, and output predictability across all service queues.
- Direct Team Supervision: Lead daily huddles, assign work tickets, and manage real-time queue performance for front-line onboarding and contact center staff.
- Real-Time SLA & Queue Monitoring: Monitor active call/chat queues and implementation pipelines, stepping in to reallocate resources to meet response and resolution targets.
- Quality Assurance & Coaching: Conduct quality checks on communications and technical setups, providing actionable feedback and coaching to team members.
- Process Adherence : Ensure the team consistently follows established operating procedures, security guidelines, and data governance standards.
- Cross-Shift/Team Coordination: Coordinate with peers and US team leads to hand off escalated client cases and maintain smooth operational continuity.
- Team Engagement: Foster a positive, productive team environment through active support, conflict resolution, and performance recognition.
What Experience You Need
- Professional Services & Support Leadership: 7+ years of senior-level experience leading a blended organization of Professional/Implementation Services and Customer Support.
- Direct Implementation Experience: A proven track record of directly owning and successfully executing complex B2B client activations, software implementations, and technical system integrations.
- Education: Bachelor’s degree in Business, Information Systems, Computer Science, or a related field.
- Technical Acumen: Deep practical experience overseeing system integrations, CRM/ticketing ecosystems (e.g., Salesforce), telephony software, and complex data management systems.
- AI & Automation: Proven experience identifying and deploying AI-driven automation solutions to optimize workflows within a large-scale implementation or customer support organization.
- Bilingual Communication: Excellent verbal and written communication skills in both English and Spanish to interact effectively with US executives, global technical teams, and enterprise clients.
We offer comprehensive compensation and healthcare packages, on-site doctor, paramedics service 24/7, life insurance, gym facilities, collaborative workspaces, free transportation and parking, subsidized cafeteria, solidarity association, and organizational growth potential through our online learning platform with guided career tracks.
Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!
El trabajo en Equifax
Creemos en una mentalidad de crecimiento. En Equifax, esto incluye brindar a nuestros empleados oportunidades para desempeñarse al máximo y aprender nuevas habilidades a lo largo del camino para inspirar y desarrollar carreras profesionales satisfactorias
Equifax es un empleador que ofrece igualdad de oportunidades. Todos los aplicantes calificados recibirán consideración para el empleo sin distinción de raza, color, religión, sexo, orientación sexual, identidad de género, nacionalidad o discapacidad.
