CX Transformation, Program Delivery Lead – VP

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

📋 Description

• Act as the primary leader for delivery and a strategic partner to the client’s CX, digital, and technology leadership teams.

• Establish trusted advisor relationships at both executive and operational levels.

• Facilitate business and technical discussions to define the roadmap, solution direction, and delivery strategy.

• Coordinate partners, customers, and ecosystem vendors around a cohesive delivery model.

• Oversee the execution of a multi-workstream, multi-vendor CX transformation initiative.

• Manage program governance, which includes leading the steering committee, RAID management, tracking milestones, resource planning, and overseeing commercial aspects.

• Uphold PMO disciplines such as dependency mapping, financial tracking, change control, and compliance with delivery standards.

• Maintain full program P&L, including revenue forecasting, cost management, and optimizing gross margins.

• Collaborate with sales, finance, and practice leaders to ensure the commercial health of engagements.

• Lead the management of contract changes, SoW governance, and strategies for margin protection.

• Supervise the architecture, construction, and deployment of advanced CX solutions.

• Guarantee integrations across AI, CCaaS, middleware, and Salesforce Service Cloud.

• Promote technical assurance, best-practice architecture, and deployments ready for production.

• Direct multidisciplinary Professional Services teams in areas including architecture, engineering, QA, PMO, and operations.

• Collaborate with internal practices, subcontractors, and customer teams.

• Mentor delivery teams while fostering accountability, innovation, and excellence in delivery.

• Ensure scalability, robustness, and user adoption within the customer environment.

• Monitor KPIs, SLAs, financial metrics, and operational performance.

• Encourage continuous improvement, risk mitigation, and successful customer outcomes.

⛳️ Requirements

• 15+ years of experience in Professional Services or delivery leadership within CX, SaaS, consulting, or cloud partner ecosystems.

• Hands-on experience with Conversation AI platforms such as Sierra, Dialogflow, Nuance, Cognigy, LivePerson, or similar technologies.

• Familiarity with CCaaS solutions including Genesys Cloud, NICE CXone, Amazon Connect, Five9, and Cisco Webex CC.

• Practical experience with Salesforce CRM integrations, which encompass Service Cloud, CTI adapters, and APIs.

• Proven track record in managing P&L, gross margins, commercial governance, and contractual agreements.

• Demonstrated success in delivering large-scale transformation programs within a partner, SI, or vendor context.

• Strong knowledge of contact center operations, workflows, routing logic, and customer journey design.

• Technical expertise in cloud architectures, AI workflows, and integration patterns.

• Preferred: certifications in leading CCaaS or AI platforms.

• Preferred: Salesforce certifications such as Admin or Service Cloud Consultant.

• Preferred: experience within top-tier partner ecosystems.

• Preferred: background in agile and hybrid delivery methodologies.

🏝️ Benefits

• Benefits information can be found at https://www.exlservice.com/us-careers-and-benefits.

• Compensation may exceed the posted range for positions located in higher-cost areas such as California, New York, and New Jersey.