VP of UX Design and Customer Service

Department: CSR and UXLocation: Pittsburgh, PACompensation: $200,000 - $220,000 / yearDescriptionAbout WolfeRecognized among Pittsburgh's 2024 Top Workplaces and Fastest-Growing Companies, Wolfe has been a leader in the Gift Card and FinTech sectors for over 25 years. We partner with national brands such as Pizza Hut, KFC, Pandora Jewelry, Kendra Scott, Wawa, Journeys and others to manage their gift card programs. Our flagship consumer brand, PerfectGift.com, enables customers to create customized gift cards. We are a fast-paced environment, like kayaking down a white-water river, not canoeing on a lake.About The RoleWe are seeking a VP of CSR and User Experience Design to lead the integration of customer service and user experience design across our organization. This executive role is designed to unify two critical functions under a single operating model, ensuring a consistent and exceptional experience for the customers of our gifting products and solutions, including PerfectGift.com and other products — from digital product engagement to post-purchase service. Equally important, this leader will serve as a driving force behind our AI transformation, embedding artificial intelligence into the core of how we design, serve, and engage with our customers.The successful candidate will execute on both functions, with AI as a foundational pillar. Partnering with executive leadership across Product, Engineering, Marketing, and Operations, this leader will translate AI capabilities and customer insights into measurable improvements in satisfaction, efficiency, and growth.This is a 5-day onsite role in Pittsburgh, PA.ResponsibilitiesAI-First Experience Execution: Drive the execution of an integrated UX and customer service approach with AI at its core — including generative AI, conversational interfaces, intelligent automation, and personalization — to deliver a seamless, differentiated experience across every touchpoint.UX Leadership: Lead the user experience design organization in delivering intuitive, visually compelling product experiences, while operationalizing AI-powered design tools, research methods, and workflows that elevate quality and speed.Customer Service Leadership: Direct all aspects of customer service operations, deploying AI to enhance self-service, augment human agents, and continuously improve service outcomes. Build a service culture that pairs human empathy with intelligent technology.AI Implementation & Governance: Partner with Product, Engineering, and Data/AI leaders to pilot, launch, and scale AI use cases across the customer journey. Operationalize responsible-AI principles, quality standards, and measurement frameworks that ensure trust, transparency, and consistency.Cross-Functional Partnership: Collaborate with executive peers to align AI-enabled experience initiatives with business objectives, ensuring flawless execution from concept to launch to post-purchase support.Team Development: Recruit, mentor, and upskill high-performing design and service teams to thrive in an AI-augmented environment, fostering a culture of curiosity, experimentation, and customer obsession.Impact StatementRoleFor more clarity on the role, below are the success metrics and measurements for this role in the first 90 to 120 days.:Deliver an integrated UX and Customer Service execution plan with a 12-month AI roadmap, identifying at least three high-impact AI use cases (e.g., AI-assisted design, intelligent self-service, agent copilots) with defined business cases and KPIs endorsed by the executive team.Help the AI team that is focused on our Customer Care to improve the Resolutions rates of our chat bot, and our AI call bot to solve over 90% of calls and chats. Review and improve the Twillio IVR and settings in Twillio ot be optimal for a world class leading ecommerce business.Operationalize an AI governance and voice-of-customer framework that translates research, service insights, and AI signals into product and design UX decisions, with cross-functional improvements shipped within the first 120 days.Qualifications10+ years of progressive leadership experience spanning user experience design and/or customer service operations,.Demonstrated experience executing AI-driven transformation in design, customer service, or product organizations — including hands-on familiarity with generative AI, conversational AI, personalization engines, or AI-augmented workflows.Proven track record of building and scaling design organizations and/or customer service functions in a consumer-facing business, ideally in e-commerce, retail, or digital products.Deep expertise in user research, design systems, and service analytics, with the ability to translate AI capabilities and customer insights into measurable business outcomes.Strong executive presence and communication skills, with experience partnering directly with C-suite leaders and driving execution of emerging technology agendas across the enterprise.Compensation, Benefits, And PerksWolfe is committed to providing a comprehensive benefits package to support your well-being, along with competitive compensation. Our benefits and perks include but not limited to:Restricted Stock Units (RSUs)Profit ShareIncentive BonusMedical, Prescription, Vision, and Dental insurance for employees and dependents (Wolfe pays 80% of premium)Short-Term Disability Insurance (Wolfe pays 100% of premium)Voluntary Long-Term Disability Insurance, Life Insurance, Critical Illness Insurance, Accident Insurance, and Hospital Indemnity coveragePTO (vacation and sick time)Corporate Holidays and Floating Holidays401(k)Employee recognition programCharitable Donation to a charity of your choice yearlyEmployee Referral BonusTuition ReimbursementInternal Training and Information sessionsFamily Picnic, Holiday Party, and other outingsInternal Culture Club