Director of CX Operations

New

Skills

Ai technology Automation Capacity Planning Customer Experience Forecasting Quality Assurance Vendor Management

Lead the vision and operating model for Customer Experience and Claims, focusing on improving efficiency and service quality through AI-powered support. Manage a team of managers, FTEs, and vendors while building scalable infrastructure and tooling. Implement AI-enabled technologies and drive cross-functional collaboration.

Key Responsibilities
  • Set the vision and operating model for Customer Experience and Claims
  • Own annual CX planning, governance, and performance standards
  • Design AI-powered support for efficiency and service quality improvement
  • Lead and scale the CX and Claims org
  • Build scalable infrastructure, knowledge base, reporting, and tooling
Required Skills & Qualifications
  • 10+ years in CX, Support, or Operations leadership
  • Experience managing multi-channel CX teams
  • Design scalable operating models for capacity planning and forecasting
  • Implement AI-enabled support technologies
  • Vendor/BPO management and cross-functional leadership

No forms. Your profile is generated instantly.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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