Customer Experience Operations, Delivery & Client Services Leaders

This is a fully remote position, open to applicants in United States.

📋 Description

• Evaluate candidate backgrounds in relation to current and future client needs within the Customer Experience outsourcing sector.

• Establish enduring connections with skilled professionals in Customer Experience operations.

• Identify and attract leaders in operations, service delivery, client services, customer experience, contact center, shared services, operational excellence, and executive operations.

• Initiate proactive outreach to qualified candidates when their experience, leadership skills, geographic preferences, and salary expectations align with available opportunities.

• Engage in introductory discussions regarding candidates' experiences, leadership successes, and career aspirations.

• Maintain candidate profiles for future consideration as new confidential roles arise.

• Provide candidates with detailed information about aligned opportunities.

• Assist client partnerships by identifying outstanding leaders who enhance performance, manage high-performing teams, and deliver exceptional customer experiences.

⛳️ Requirements

• Preferred recent leadership experience within a Customer Experience (CX), Contact Center, or Business Process Outsourcing (BPO) organization.

• Proven experience leading one or more of the following areas: Customer Care, Customer Support, Contact Center Operations, Service Delivery, Client Services, Customer Success, Back Office Operations, Workforce Management (WFM), Quality Assurance (QA), Training & Development, Operational Excellence, Digital Transformation, AI-Enabled Customer Experience, Business Process Outsourcing (BPO), or Shared Services.

• Highly valued experience managing large-scale customer operations, global delivery organizations, or intricate outsourcing settings.

• Expertise in Operations Management, Contact Center Leadership, Client Services, Service Delivery, Customer Experience (CX), Workforce Management (WFM), Workforce Engagement Management (WEM), Quality Assurance (QA), Performance Management, Coaching & Development, Operational Excellence, Lean, Six Sigma, Process Improvement, Continuous Improvement, Change Management, Vendor Management, P&L Management, Global Delivery, Shared Services, or Client Relationship Management.

• Familiarity with CX and contact center technologies such as CCaaS, Digital Transformation, AI, Automation, CRM, Salesforce, ServiceNow, Genesys, NICE CXone, Five9, Amazon Connect, Talkdesk, Verint, or Calabrio.

• Relevant industry experience in sectors including Healthcare, Banking, Financial Services (BFSI), Insurance, Retail, E-Commerce, Travel & Hospitality, Telecommunications, Technology, Utilities, Gaming, Government, or Manufacturing.

🏝️ Benefits

• Comprehensive benefits package.

• Opportunities for professional growth and development.

• Supportive and collaborative work environment.