VP, Customer Support & Success

GreatAmerica Financial Services is a highly successful entrepreneurial company providing equipment financing to businesses across the United States. Our exemplary customer service, our principle-centered business philosophy and our team-based operating approach are key to our success and growth.

We Are Looking to Add a Key Member to Our Operations Team!

The Vice President (VP) of Customer Support & Success leads teams dedicated to providing servicing activities. This role ensures that service delivery is consistently aligned with the strategic priorities and operational direction set by each business unit, acting as a trusted partner and responsive resource. The VP is accountable for developing scalable, standardized processes that deliver exceptional customer experiences, while maintaining flexibility to meet the unique needs of each business unit. The VP will foster a culture of collaboration, transparency, and continuous improvement, ensuring that the servicing function operates as a high-performing shared service.  The VP is responsible for driving measurable outcomes and service excellence behaviors, as well as reinforcing the quality of customer interactions, responsiveness, empathy, and consistency

As a VP of Customer Support & Success, you will:

Business Unit Partnership & Service Alignment

• Serve as the primary point of contact for business units regarding lease servicing, ensuring their priorities and feedback directly inform service delivery.
• Establish regular forums and feedback mechanisms with business unit leaders to assess satisfaction, identify evolving needs, and co-create solutions.
• Develop key performance indicators (KPIs) in partnership with business units to measure performance, quality, and impact, providing transparency into how well services are meeting business unit expectations and customer needs.

Centralized Service Model Leadership

• Champion the centralized service delivery model, promoting consistency, efficiency, and best practices across business units.
• Balance standardization with customization, adapting processes as needed to support specific business unit requirements while maintaining overall operational excellence.
• Deliver seamless, integrated servicing that supports enterprise-wide goals.
• Promote cross-functional knowledge sharing to build servicing acumen across teams and ensure everyone is equipped to deliver with confidence.

Process, Controls & Risk Management

• Design and implement robust, scalable processes that support operational efficiency and compliance across all servicing activities.
• Establish and maintain internal controls to ensure data integrity, regulatory compliance, and risk mitigation.
• Partner with Operations Risk, Risk/Compliance, and Audit teams to proactively identify and address control gaps, emerging risks, and process vulnerabilities.
• Monitor and report on risk indicators and control effectiveness, driving accountability and continuous improvement.
• Ensure alignment with enterprise governance frameworks and contribute to the development of a risk-aware culture within the servicing function.

Employee Training & Development

• Develop and oversee a comprehensive training strategy for servicing staff, ensuring consistent onboarding, upskilling, and knowledge retention.
• Promote a culture of learning and professional growth through ongoing education, certifications, and cross-functional training opportunities.
• Implement coaching and feedback mechanisms to support employee development and service excellence.
• Collaborate with HR and Learning & Development teams to align training programs with organizational goals and compliance requirements.

Governance & Accountability

• Ensure transparent reporting and communication of service performance to business unit stakeholders and executive leadership.
• Proactively identify and address service delivery gaps, leveraging data and stakeholder input to drive continuous improvement.

Attributes & Competencies

• Service-oriented mindset with a demonstrated ability to prioritize stakeholder needs.
• Strong facilitation and negotiation skills to balance competing priorities across business units.
• Ability to lead through influence, fostering alignment and buy-in for centralized initiatives.
• Deep understanding of operational risk, control frameworks, and process optimization.
• Commitment to employee development and team engagement.
• Demonstrates behaviors that build trust, foster collaboration, and drive service excellence

To be successful in the role you will need:
            

Education

• Bachelor’s degree or equivalent required

Experience

• Minium of 10 years professional experience required; 5-7 years preferred experience in areas of operational roles.

Computer Skills

• Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Outlook, Data Warehouse

Other Requirements

• Exceptional organizational, analytical and follow-through skills
• Excellent verbal and written communication skills
• Role will likely include periodic large project-oriented demands with tight deadlines requiring more than standard work hours and the need to respond quickly
• Must demonstrate sound business judgment

Sharing rewards is an integral part of our culture. We believe in the value of hard work and reward our employees beyond the paycheck. Our total rewards package is based on eligibility and includes:

Financial Benefits

• Competitive Compensation
• Monthly Bonuses for Eligible Employees
• 401(k) and Company Match
• Annual Profit Sharing
• Paid Time Off

Health, Wellbeing, and Family Planning Benefits

• Paid Vacation - starting at 80 hours annually for employees in their first year of service.
• Paid Sick Days - Ten (10) per year with a conversion option for unused time.
• Ten (10) Paid Holidays per year
• Gym Reimbursement
• Health Insurance
• Dental Insurance
• Vision Insurance
• Short-Term and Long Term Disability
• Company Paid Life Insurance
• Flexible Spending Accounts (FSA)
• Health Savings Accounts (HSA)
• Employee Assistance Program
• Parental Leave

Education and Career Planning Benefits

• Tuition Assistance
• Networking Opportunities
• Leadership Development Opportunities

Perks

• Paid Parking
• Service Awards
• Hybrid work arrangements
• Business casual environment
• A strong organizational culture focused on our greatest asset: you!

If your experience aligns closely, please apply. We value diverse backgrounds and adding new perspectives. We encourage you to apply if you can make a strong impact in this role at www.greatamerica.com/careers.

Please note, applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa.