VP, Digital Products, Customer Experience & Opportunity-to-Cash

Job Summary

The VP, Digital Products, Customer Experience & Opportunity-to-Cash will be a visionary leader responsible for defining and executing a unified digital product strategy that streamlines the entire customer journey, from initial inquiry through order fulfillment and payment collection. This executive will drive operational excellence and business growth by creating new and integrated AI capabilities that significantly improve the speed and efficiency of customer interactions and product delivery.

This position will be based onsite at Vertiv's Westerville, OH - HQ office location.

Responsibilities:

Strategic Vision & Product Leadership:

• Develop and champion a cohesive digital product vision and roadmap that aligns customer experience (CX), O2C, and sales operations with overall company goals.
• Identify opportunities to leverage AI, data, and automation to create intelligent, scalable solutions that enhance the customer journey and operational efficiency.
• Lead the entire product lifecycle for a suite of digital products, from ideation and development to launch and ongoing optimization, ensuring a focus on user-centric design and intuitive experiences.

AI Integration & Process Acceleration:

• Customer Inquiry & Support: Implement AI-powered tools, such as intelligent virtual assistants and natural language processing (NLP) agents, to automate and expedite customer interactions, reducing response times and enhancing satisfaction.
• Opportunity-to-Cash (O2C) Optimization: Integrate AI capabilities to streamline O2C processes, including automated order processing, invoice discrepancy detection, payment matching, and proactive dispute resolution.
• Product Delivery: Utilize AI and data analytics to improve demand forecasting, optimize inventory management, and enhance sales order management, thereby accelerating the speed and accuracy of product delivery.

Cross-Functional Collaboration & Operations:

• Collaborate closely with Sales, Engineering, Finance, Customer Success, and Operations teams to ensure seamless process hand-offs and a consistent, high-quality customer experience across all touchpoints.
• Serve as the voice of the customer at the executive leadership table, using data-driven insights to influence roadmap development and company strategy.
• Establish and monitor key performance indicators (KPIs) and metrics, such as order cycle time, Days Sales Outstanding (DSO), and customer satisfaction scores, to measure success and identify areas for improvement.

Team Leadership & Management:

• Build, lead, and mentor a high-performing, cross-functional team of product managers, data scientists, and engineers, fostering a culture of innovation, collaboration, and accountability.
• Provide guidance and support to team leads across customer success and services, ensuring the team is equipped with necessary tools and resources to excel.
• Drive a data-driven culture, ensuring decisions are informed by data analysis and customer feedback.

Requirements:

• Experience: 10+ years of progressive leadership experience in product management, customer experience, or sales/business operations, with a proven track record of developing and launching successful digital products.
• AI/Technology Acumen: Strong understanding of AI, machine learning, and automation technologies, with demonstrated experience in integrating these capabilities to solve complex business problems.
• Industry Knowledge: Deep expertise in the Order-to-Cash (O2C) lifecycle, customer relationship management (CRM), and sales operations processes.
• Leadership & Strategy: Exceptional strategic thinking, communication, and leadership skills, with the ability to inspire and align diverse teams toward a common vision.
• Education: Bachelor's degree in Business, Engineering, Computer Science, or a related field; an MBA or advanced degree is a plus.
• Data-Driven Mindset: Proficiency in data analysis and using insights to shape strategy and measure performance

The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Own It
• Act With Urgency
• Foster a Customer-First Mindset
• Think Big and Execute
• Lead by Example
• Drive Continuous Improvement
• Learn and Seek Out Development

About Vertiv

Vertiv is a $8.0 billion global critical infrastructure and data center technology company. We ensure customers' vital applications run continuously by bringing together hardware, software, analytics and ongoing services. Our portfolio includes power, cooling and IT infrastructure solutions and services that extends from the cloud to the edge of the network. Headquartered in Columbus, Ohio, USA, Vertiv employs around 20,000 people and does business in more than 130 countries. Visit Vertiv.com to learn more.

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to ....

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