Director, Strategy & Operations
New
Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Massachusetts, Michigan, Minnesota, Missouri, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Tennessee, Texas, Utah, Virginia, DC, Wisconsin and WyomingFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 15+ years of relevant experience, including at least 5 years of experience as a CX Consulting Director
- Required Skills
- AWSAgileArtificial IntelligenceCisco
Requirements
- 15+ years of relevant experience, including at least 5 years of experience as a CX Consulting Director, preferably within a consulting or agency environment.
- Strong portfolio showcasing successful consulting projects and strategies.
- Strong leadership and management skills, with the ability to inspire and motivate a team.
- Project management skills, with the ability to prioritize tasks, meet deadlines, and manage resources effectively.
- In-depth knowledge of customer experience, business strategy, operations management.
- A passion for delivering exceptional consulting services and a continuous drive to stay updated with industry trends.
- Minimum Bachelor’s level degree required; Master’s degree preferred.
Responsibilities
- Lead project delivery efforts and partner with sales on business development.
- Collaborate with clients to understand their business objectives, customer needs, and market requirements.
- Develop effective, creative strategies that align with client goals and leverage industry best practices.
- Align contact center operations with broader CX strategy to drive measurable outcomes.
- Define, monitor, and improve key metrics such as service level, AHT, FCR, CSAT, NPS, and cost per contact.
- Manage and actively contribute to the successful delivery of consulting projects.
- Manage project timelines, budgets, and resource allocation effectively.
- Lead the development and implementation of streamlined processes to enhance efficiency and effectiveness.
- Lead and inspire a team of consultants, fostering a collaborative and innovative work environment.
- Stay informed about industry trends, emerging technologies, and best practices in customer experience.
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