Director of CX Operations About the Company Rapidly growing technology scale-up
Industry
Information Technology and Services
Type
Privately Held
About the Role The Company is in search of a Director of CX Operations to play a key role in the unification and enhancement of customer service operations. The successful candidate will be responsible for ensuring that the various independent teams within CX are efficient, effective, and aligned with the strategic goals of the business. This includes overseeing workforce management, vendor management, and performance accountability. The role also involves managing a team of people managers, leading a small team of direct reports, and fostering a culture of continuous improvement, collaboration, and accountability. The Director will be expected to use data analytics to identify trends and opportunities for improvement, as well as to enhance the end-to-end customer experience across different business segments.
Applicants for the Director of CX Operations position at the company should have a Bachelor's degree in a relevant field, with an MBA being preferred. A proven track record in managing large-scale workforce operations and BPO partnerships is essential, as is experience in a high-growth company with a scaling CX and operations team. The ideal candidate will be a seasoned leader with strong people management, negotiation, and analytical skills, and a background in business operations that aligns customer experience initiatives with overall business goals. While not mandatory, previous experience with contact centers is a plus. The role requires a candidate who can thrive in high-pressure situations and is adept at responding quickly to challenges.
Team Size
4
Direct Reports
4
Travel Percent
Less than 10%
Functions OperationsStrategyGeneral Management