Director, Customer Experience Operations

Essential Duties And Responsibilities

• Lead and facilitate client call calibrations to ensure alignment on quality standards, expectations, and performance outcomes.
• Manage and conduct Quarterly Business Reviews (QBRs), providing insights, performance metrics, and strategic recommendations to clients.
• Collaborate with cross-functional teams to gather, define, and document client requirements, supporting the setting up of new programs and successful implementations.
• Oversee vendor management, including ownership of external partner relationships with a focus on performance monitoring, reporting, and continuous improvement.
• Scope and define VCP (Voice/Customer Platform) projects, serving as the primary interface with technology teams to ensure accurate requirements and successful execution.
• Drive performance management initiatives, partnering with supervisors and managers to improve key operational metrics such as Average Handle Time (AHT), quality, and overall service delivery.
• Own and manage client escalations, conducting deep-dive analysis to determine root cause, assess business impact, and drive corrective actions through to resolution.
• Identify systemic issues and recurring trends, prioritizing the highest-impact opportunities and partnering with cross-functional teams to implement sustainable solutions.
• Proactively chase down resolution paths across teams, ensuring accountability, timely follow-up, and clear communication to stakeholders and clients.
• Analyze performance data and operational trends to identify opportunities for improvement and enhance client satisfaction.
• Provide leadership coverage for the VP and Senior Director, ensuring continuity of operations, decision-making, and team support as needed.
• Foster strong client relationships through proactive communication, issue resolution, and continuous alignment on business goals.
• Provides leadership and guidance to team members and cross-functional partners and may assume direct people management responsibilities as required.

Education And Experience

• Bachelor’s degree in business administration, Communications, or a related field preferred (or equivalent work experience).
• 10+ years of leadership experience in client experience, customer operations, or call center management.
• Proven experience managing client relationships and leading performance-driven initiatives.
• Experience handling complex escalations and root cause analysis in a client-facing environment.
• Experience with vendor/outsourced partner management strongly preferred.
• Experience supporting program implementations and cross-functional project work.
• Experience leading and motivating teams, both through direct reporting relationships and through influence in a cross-functional environment.

Knowledge, Skills And Abilities

• Strong understanding of call center operations, performance metrics (AHT, quality, NPS, etc.), and continuous improvement practices.
• Advanced problem-solving and root cause analysis skills, with the ability to translate findings into actionable solutions.
• Excellent client-facing communication and presentation skills, including experience leading QBRs and managing escalations.
• Ability to prioritize and manage high-impact issues under pressure, ensuring timely resolution and stakeholder satisfaction.
• Strong project management and organizational skills, with the ability to manage multiple priorities simultaneously.
• Experience collaborating with technology teams to scope and implement solutions.
• Proven ability to influence and coach leaders (supervisors/managers) to drive performance improvements.
• Strong analytical skills with the ability to interpret data and identify trends.
• Able to build and maintain relationships with internal stakeholders, clients, and external vendors.
• High level of adaptability and ability to operate effectively in a fast-paced, evolving environment.