Sr. Director, reputed company Ops (COPB00)

Overview 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. Reporting to the CCO, Quest, the Sr. Director will serve as the operational backbone of the CX organization, ensuring new hires reputed company quickly, teams operate from trusted data, AI and automation are deployed responsibly, and the technology ecosystem is consolidated, well-governed, and reputed company to strategic priorities.

Responsibilities

CX Readiness & Enablement 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 Data Governance & Automation 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 Programs, Tools & Technology 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

Qualifications

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 Preferred 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 Apply To This Job