Director of CX Operations

CX Operating Model:

• Define and own the end-to-end CX delivery operating model.
• Establish and maintain CX standards, delivery methodologies, readiness criteria, and quality phase gates.
• Govern adherence to the operating model while enabling flexibility for client-specific complexity.

Service Delivery Operations:

• Design, manage, and optimize core CX operational workflows including onboarding, delivery execution, handoffs and escalations.
• Ensure operational consistency across delivery pods, teams, and client segments.
• Partner with Delivery Executives and Technical leadership to proactively identify delivery friction, systemic risks, and root causes impacting time-to-value.

Delivery Health:

• Define CX operational KPIs and success metrics aligned to business outcomes, client value, and delivery predictability.
• Own delivery health reporting, dashboards, and executive-level insights.
• Ensure CX Ops moves the organization from anecdotal delivery feedback to consistent, data-driven decision-making.