VP of Professional Services & Customer Support

Equifax · Heredia

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As the VP of Professional Services & Customer Support, you will serve as an executive operational leader for our Costa Rica organization, driving high-velocity execution and operational excellence across external client software implementations and multi-channel customer support. In this role, you will bridge technical solution delivery—ensuring enterprise software, APIs, and data feeds deploy on time and at scale—with high-volume, post-go-live customer care.

Reporting to the SVP of Global Operations, you will operate within a matrixed global leadership framework. While US counterparts partner with Line of Business leaders on strategic direction, you will lead the regional team in translating those priorities into flawless execution. As site leader for this function, you will cultivate high-performing delivery teams in a highly regulated data environment, elevating the customer experience while driving operational efficiency through AI and automation.

What You'll Do

1. Strategy Execution & Matrix Collaboration

• Translate US Strategy into Costa Rica Execution: Partner with US operational counterparts who interface with Line of Business leadership on strategic direction, taking full accountability for operational output, delivery speed, and performance quality across all regional teams.
• Peer Operations Alignment: Work closely with US peer leaders—such as the VP of Fulfillment—to align end-to-end workflows, eliminate friction, and optimize resource allocation across local execution teams.
• Drive Operational Excellence in a Regulated Environment: Drive operational precision across your regional organization, embedding a culture centered on execution accuracy, regulatory compliance, data security, and continuous process improvement.

2. External Client Implementation & Professional Services Execution

• Deliver Product Implementation Services: Lead Costa Rica execution teams responsible for ensuring our enterprise software products, platform configurations, and API integrations are implemented on time, within scope, and to exact technical specifications for external clients.
• Accelerate Client Time to Value: Drive execution velocity through standardized implementation playbooks, onboarding methodologies, and configuration workflows to shorten client deployment cycles.
• Lead Record & Data Onboarding: Oversee technical teams handling client file ingestion, record matching or normalization, and data pipeline validation to ensure high data reliability and compliance at go-live.
• Manage Delivery SLAs: Monitor implementation velocity, resource utilization, deployment quality, and go-live metrics across Costa Rica operations.

3. Customer Support & Operational Excellence

• Direct Multi-Channel Client Support: Oversee Costa Rica Tier 1 through Tier 3 technical support teams servicing external clients and end users across all service channels.
• Govern Support Performance: Enforce strict SLAs for First Contact Resolution, average response time, ticket resolution, CSAT, and NPS within local operations.
• Stabilize Migrated Services: Drive the operational execution and stabilization of client implementation and support workloads migrated from US teams to Costa Rica, ensuring zero dip in service quality or deployment speed.

4. Technology Modernization & Talent Leadership

• Deploy AI & Automation: Drive operational efficiencies across implementations and support by integrating AI-assisted troubleshooting, automated file validation, and workflow automation while elevating service delivery standards.
• Build High-Performing Execution Teams: Recruit, coach, and retain top-tier talent in Costa Rica across technical implementation consulting, data operations, and customer support.

What Experience You Need

• Executive Client Delivery & Operational Leadership: 10+ years of progressive executive leadership managing external client facing software implementations / professional services and multi channel customer support in B2B tech or SaaS (not internal IT or internal project management).
• Operational Execution & Excellence Mastery: Demonstrated track record of taking strategic direction from global or US leadership and driving daily operational execution, speed to value, and process rigor in a nearshore delivery site.
• Highly Regulated Ecosystems: Proven track record operating in complex, highly regulated data environments (such as FCRA, HIPAA, financial data, or security compliance frameworks).
• Matrixed Executive Collaboration: Success reporting into global executive leadership while collaborating with US operational partners and in region peer leaders such as the VP of Fulfillment.
• Software Solution Delivery Track Record: Hands on background leading teams through customer software deployments, API or data feed configurations, enterprise SaaS onboarding, and custom client implementations.
• Education: Bachelor degree in Business Information Systems, Computer Science, Engineering, or related field (Master degree / MBA preferred).
• Language Skills: Full professional fluency in both English (C1 level) and Spanish (written and verbal).

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