Director, Program Management, CX

General Roles and Responsibilities:

• Define and govern project implementation methodology, quality standards, control, governance, and continuous improvement.
• Full ownership and accountability of projects, supporting the Service's Director in building an effective project management team.
• Oversee accounts projects from a managerial perspective and personally manage projects as an individual contributor.

Requirements:

• At least eight to ten years of account and customer management experience.
• At least three years of management experience with knowledge of project management.
• PMI Certification is an asset; Contact Center industry experience (Avaya, Cisco) preferred.

Competencies:

• Excellent communication and presentation skills, especially with executives.
• Ability to identify challenges, mitigate risks, and manage escalations.
• Strategic account management with business and financial understanding.

Key Success Factors:

• Delivery performance and customer satisfaction (internal and external).
• Business growth through new services booking and recurring revenue.
• Optimization of P&L.