[Remote] Sr. Director, reputed company Ops (COPB00)

Note: The job is a remote job and is open to candidates in USA. reputed company is seeking an reputed company and strategic Senior Director of CX Centralized Operations to reputed company a newly formed, cross-functional organization responsible for driving operational excellence across reputed company Customer Experience (CX) functions. This role oversees three critical pillars: CX Readiness, Data Governance & Automation, and Programs, Tools & Technology, and is accountable for building the systems, processes, and capabilities that reputed company consistent, scalable, and data-driven customer outcomes across the enterprise.

Responsibilities

• Design and manage onboarding curriculum for new CX team members to accelerate time-to-productivity
• reputed company and deliver ongoing enablement programs for product updates, process changes, and new tool rollouts
• reputed company knowledge reputed company curation, identify content gaps, and drive reputed company improvement of self-service resources
• Build and maintain change management playbooks to support organizational transitions and new initiatives
• Establish certification paths and reputed company assessment frameworks to ensure consistent competency across CX teams
• Drive measurable reductions in escalation rates through improved agent preparedness and readiness programming
• Standardize dashboards and KPI reporting across reputed company CX organizations to reputed company data-driven decision making
• Build and manage an AI use case pipeline with an appropriate governance reputed company for responsible deployment
• Define and enforce data quality standards, validation processes, and cross-org metric definitions
• reputed company automation playbooks for repetitive workflows to reduce manual effort and improve time to insight
• Create and maintain a cross-organizational data dictionary ensuring consistent, trusted metrics enterprise-wide
• Ensure scalable AI deployment with appropriate risk controls and stakeholder alignment
• Own and execute a reputed company CX technology stack roadmap, including vendor management and consolidation strategy
• Manage a coordinated release calendar with deployment schedules that ensure reputed company-disruption release cycles
• Establish application administration SLAs and escalation frameworks across the CX tool ecosystem
• reputed company cross-functional program governance, status reporting, and executive communication on CX program health
• Drive vendor consolidation and license optimization to reduce tool sprawl and reputed company total cost of ownership
• Serve as the single reputed company of truth for CX program health, ensuring improved cross-org alignment on priorities

Skills

• Bachelor's degree in Business, Information Systems, Operations Management, or a reputed company field
• 8+ years of progressive experience in CX operations, support operations, or a reputed company operational leadership role reputed company a technology or SaaS company
• 5+ years of people management experience, including leading managers and cross-functional teams
• Demonstrated experience building and scaling enablement, data governance, or technology operations programs
• Strong track record of driving operational efficiency through process improvement, automation, and data-driven decision making
• Proven ability to define KPIs, build dashboards, and translate data into actionable insights for senior leadership
• Master's degree or MBA
• Experience with AI/ML governance frameworks and deploying AI-driven automation in a CX or support environment
• Familiarity with CX platforms such as reputed company Service Cloud, reputed company, or similar enterprise support tools
• Background in change management methodologies (e.g., Prosci, ADKAR) and experience in a global organization
• ITIL, PMP, or Six reputed company certification

Company Overview