EVP – Customer Operations — Foundation-Model Platform

The mandate

The board has concluded that incremental adjustment will not resolve customer operations fragmented across channels and markets within a institutionally backed enterprise artificial-intelligence products company. The immediate arena is the foundation-model platform during a post-funding scale-up. For mandate 181, the successful executive inherits decisions that have been deferred, competing stakeholder expectations and a need to establish facts before committing further capital.

The EVP – Customer Operations operating perimeter covers approximately S$1,200 million in AI product and services revenue, with activity spanning several foundation-model platform customer, product and delivery clusters rather than a single asset. The EVP – Customer Operations Artificial Intelligence remit carries direct influence over roughly 800 colleagues and third-party capacity.

The board and its investment committee want a EVP – Customer Operations who can convert ambiguity into a short list of explicit choices for the foundation-model platform. The EVP – Customer Operations Artificial Intelligence seat must resolve a post-funding scale-up, while preserving the underlying strengths of the foundation-model platform. For mandate 181, value will come through sharper allocation, stronger leaders and an operating cadence that exposes variance early.

The EVP – Customer Operations’s first year on the foundation-model platform is expected to end with service consistency, lower failure demand and improved retention. In mandate 181, authority covers resources and leadership appointments; material trade-offs go directly to the board sponsor.

Why this seat is open

This is a planned replacement for the EVP – Customer Operations — Foundation-Model Platform seat. The incumbent continues to lead the foundation-model platform through an agreed succession period and will support a structured handover. The board has allowed 4–6 months to assess candidates, complete diligence and protect continuity while a post-funding scale-up is addressed. The search is confidential so the transition can be communicated to employees, customers and partners in a controlled sequence.

What you will own

• Set the EVP – Customer Operations value-creation thesis for the foundation-model platform, translate it into no more than five enterprise priorities and stop work that does not support them.
• Carry stewardship of approximately S$1,200 million in AI product and services revenue, including allocation, risk acceptance and board forecasts.
• Lead the EVP – Customer Operations Artificial Intelligence organisation of about 800 employees and partners, appointing a team with clear decision rights and credible succession for every critical seat.
• Resolve the foundation-model platform economics and execution constraints created by a post-funding scale-up, with EVP – Customer Operations-approved owners, dated milestones and transparent escalation thresholds.
• Establish one EVP – Customer Operations operating review across commercial, customer, financial, people, technology and risk outcomes for the foundation-model platform; remove reconciliations that obscure accountability.
• Demonstrate enterprise authority across functions and markets, with outcomes visible in cash, customers or controlled risk in mandate 181.
• Build the EVP – Customer Operations’s three-year succession and capability plan for the foundation-model platform, reducing dependence on individual executives and improving mobility across the wider Artificial Intelligence organisation.

The first 12 months

• Days 1–90: Validate the foundation-model platform baseline, meet the 30 stakeholders most consequential to customer operations fragmented across channels and markets, assess the leadership team, stabilise immediate delivery risks and agree a board-owned scorecard with explicit decision gates.
• Months 4–9: Make the principal EVP – Customer Operations portfolio and organisation choices for the foundation-model platform, install the new operating cadence, fill critical leadership gaps and deliver the first measurable release of cash, capacity or customer value.
• Months 10–12: Demonstrate a repeatable foundation-model platform trend against service consistency, lower failure demand and improved retention, lock the following year’s capital and talent plan, evidence control sustainability and present a credible three-year value case with downside actions.

What the board will measure

• Delivery of the EVP – Customer Operations’s agreed first-year foundation-model platform value case within a 10% tolerance, with variance explained before rather than after the relevant quarter closes.
• A EVP – Customer Operations forecast that remains decision-useful across three consecutive quarters and reconciles the foundation-model platform’s operating, cash, customer and people assumptions.
• Closure of the EVP – Customer Operations mandate’s highest-priority foundation-model platform risk and execution issues by their board-approved dates, with independent evidence that fixes are sustained.
• Retention of at least 90% of critical foundation-model platform talent and ready-now successors for at least 70% of the EVP – Customer Operations’s direct reports.
• A quantified EVP – Customer Operations-owned improvement in the foundation-model platform operating constraint behind a post-funding scale-up, supported by a clean baseline and named data owner.
• Clear stakeholder confidence in mandate 181: no unresolved high-severity escalation older than 30 days and no material surprise withheld from its agreed governance forum.

The person

You are currently a EVP Customer Operations, Service COO or Customer Experience Head in a institutionally backed Artificial Intelligence or adjacent enterprise. In relation to the foundation-model platform, your EVP – Customer Operations track record includes a transition where the original plan was no longer sufficient; you can explain your choices, evidence and numerical impact. Candidates from AI, enterprise software, data infrastructure, cloud, analytics or applied research will be considered where the operating model, customer stakes and governance intensity match this EVP – Customer Operations brief.

As a EVP – Customer Operations candidate, you bring 22–28 years of progressive Artificial Intelligence or adjacent-sector experience, consistent with the 22-28 experience band. At minimum, you have carried a P&L, book, budget or accountable portfolio of S$950 million and led an organisation of at least 800 people.

For mandate 181, the board wants two transitions: a difficult foundation-model platform portfolio choice and a leadership-system change during a post-funding scale-up. As the prospective EVP – Customer Operations for this foundation-model platform, you must challenge optimistic cases and still create followership. References for mandate 181 must distinguish your contribution from the institution around you.

The EVP – Customer Operations must be based in Singapore; international relocation is supported, but this Artificial Intelligence role is not designed as a remote appointment.

Non-negotiables

• Current or recent accountability at the level of EVP Customer Operations, Service COO or Customer Experience Head, with direct exposure to a board, investment committee or equivalent Artificial Intelligence governance forum.
• Proven EVP – Customer Operations ownership of at least S$950 million and leadership of no fewer than 800 employees in a comparable foundation-model platform context.
• One completed Artificial Intelligence or adjacent-sector example of customer operations fragmented across channels and markets with outcomes sustained for at least two reporting periods after the initial intervention.
• Sector credibility from AI, enterprise software, data infrastructure, cloud, analytics or applied research; experience that is purely functional and lacks EVP – Customer Operations-level foundation-model platform consequences will not meet the bar.
• Willingness to meet the Singapore location expectation, complete conflicts and background diligence, and protect the confidentiality of mandate 181.

Compensation and terms

The anticipated EVP – Customer Operations package is S$360,000–480,000 base + annual incentive, calibrated to the final foundation-model platform scope and the candidate’s current mix. Any long-term participation for mandate 181 follows standard vesting and performance conditions. The EVP – Customer Operations appointment in Singapore, centred on the foundation-model platform, offers regular exposure to the board and its investment committee. A notice period of up to 6 months can be accommodated for the selected executive in mandate 181.

Confidentiality

The organisation will be identified only after reciprocal interest and a confidentiality undertaking for mandate 181. The market, scale and situation in this brief are intentionally composite and are not a coded description of a named enterprise for mandate 181.