Director, CX Delivery (Alma)

Functional Strategy & Operational Execution:

• Partner with CX leadership on channel expansion strategy, including chat and phone.
• Own CX team performance and quality standards while managing costs.
• Lead customer retention and engagement strategies to reduce churn.

Data Fluency & Operational Insight:

• Build and maintain your own dashboards and reporting without a dedicated BI team.
• Use workforce data and QA reviews to diagnose root causes and improve operations.
• Translate CX data into insights that influence Product, Marketing, and Engineering.

People Leadership & Culture Building:

• Develop managers into effective leaders with strategic communication and performance management skills.
• Define talent management strategy with competency frameworks and career paths.
• Build a customer-centric team culture during organizational growth and change.