Senior Vice President, Customer Success

Build Your Career with Ashley Furniture- Where Innovation Meets ComfortAt Ashley, inspiring the love of home is at the heart of everything we do. As the world's largest manufacturer of home furnishings, we're more than a business — we're a family driven by innovation, competitiveness, and an unwavering commitment to excellence. We persevere through challenges, push beyond the status quo, and constantly seek better ways to deliver an exceptional customer experience. Our solutions-first mindset and dedication to growth are why Ashley remains #1 in our industry.If you're ready to grow, you've come to the right place. With a true "Growth Mindset," Ashley Furniture invests in developing future leaders and helps every team member learn from the best in the business.If you are a current Ashley employee: Please login to your UKG account and apply using the internal job board.Summary: The Senior Vice President of Customer Success will lead the strategic transformation and operational excellence of Ashley's global customer service organization. This executive role will spearhead the consolidation of customer service teams across retail, e-commerce, and international divisions while implementing unified technology solutions and standardized processes to deliver exceptional customer experiences.Responsibilities:Develop and execute a comprehensive strategy to consolidate multiple customer service operations into a unified, global organizationLead the selection and implementation of enterprise-wide customer service technology platformsCreate and maintain standardized processes and KPIs across all customer touchpointsDrive digital transformation initiatives to enhance customer experience and operational efficiencyOversee daily operations of global customer service teamsEstablish and monitor performance metrics, quality standards, and customer satisfaction goalsDevelop and implement best practices for customer engagement across all channelsOptimize resource allocation and workforce management strategiesBuild and lead high-performing customer success teams across multiple locationsCreate a customer-centric culture that drives excellence in service deliveryDevelop training programs and career advancement opportunitiesFoster collaboration between customer service and other business unitsLead the evaluation and implementation of customer service technologiesEnsure seamless integration of systems across all business unitsDrive automation and AI initiatives to improve efficiencyDevelop data analytics capabilities to enhance decision-makingQualifications required:Education: Bachelor's degree in Business Administration or related fieldExperience:15+ years of progressive customer service leadership experienceProven track record of leading large-scale organizational transformationsExperience managing multi-location, global customer service operationsStrong understanding of customer service technologies and platformsExperience with CRM and Order Management systems, contact center technologies, and digital service channelsData analytics and reporting expertiseProject management and process improvement methodologiesExceptional strategic thinking and execution abilitiesStrong change management and transformation leadership skillsExecutive presence and ability to influence at all levelsExcellence in cross-functional collaborationFinancial acumen and budget management expertiseAdditional Qualifications, preferred:Master's degree in Business Administration or related fieldTravel Requirements: 30-40% travel required domestically and internationallyWork Environment: This position is located in an active industrial manufacturing and distribution center with moderate to high noise levels, temperature variations, and material handling equipment in operation.

The role may require extended periods of standing or walking on concrete floors and the use of personal protective equipment (PPE) such as safety glasses and steel-toed boots. The fast-paced environment involves time-sensitive and safety sensitive operations and may include various shift schedules to support production and distribution needs.Benefits We Offer:Health, Dental, Vision, Employee Assistance ProgramPaid Time Off; increases with years of serviceGenerous Employee Discount on home furnishingsProfessional Development OpportunitiesTuition AssistanceAshley Wellness Centers (location specific)401(k) and Profit SharingLife InsuranceOur Core Values:Honesty & Integrity: Acts with transparency, discretion, and ethical judgment. Trusted to handle sensitive information and provide accurate, unbiased insights.Dirty Fingernail: Takes full accountability for outcomes, not just tasks. Inspects details, ensures data accuracy, and follows through to completion.Continuous Improvement: Actively seeks better ways to improve templates, tools, and processes. Learns from prior initiatives and embeds lessons into standard work.Growth & Results Focus: Understands how transformation initiatives drive growth, cost reduction, and profitability. Keeps work aligned to enterprise priorities.Culture of Leadership: Leads through influence, reliability, and example. Builds trust across functions and supports leaders at every level.Customer-Centric & Boundaryless: Works across silos for the greater good of the organization. Ensures outputs meet the needs of executives, initiative owners, and teams.Operational Excellence: Demonstrates strong organizational discipline, attention to detail, and the ability to translate ambiguity into clear, executable tools.