Director, Business Consulting, CX

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

📋 Description

• Lead and develop a high-performing consulting organization while driving excellence in consulting delivery.

• Supervise the consistent and high-quality execution of consulting engagements, ensuring strong customer satisfaction and measurable value.

• Ensure that consultants effectively adopt and optimize NICE solutions, achieving measurable outcomes and long-term ROI.

• Promote operational excellence across the organization by fostering a process-driven culture focused on measurable results.

• Manage daily operations and execution, ensuring the consistent delivery of key performance indicators (KPIs) and consulting metrics.

• Convert high-level strategy into structured, repeatable processes that support organization-wide goals in a scalable manner.

• Act as a trusted advisor to senior customer executives, connecting solution capabilities to improvements in KPIs, operational efficiency, and business objectives.

• Oversee VRS business performance, including revenue, bookings, margins, utilization, and subscription renewals.

• Engage in proactive, hands-on management of the team.

• Collaborate with Sales, Product, Engineering, Marketing, and Customer Success to align strategies and ensure readiness in the field.

• Represent VRS in executive briefings, customer forums, and market-facing events.

⛳️ Requirements

• 12+ years of experience in consulting, customer experience (CX) strategy, contact center transformation, and organizational change management within enterprise software/SaaS.

• Demonstrated success in leading consulting teams to deliver measurable business value through the effective use and maturation of CX technology solutions.

• Strong understanding of CCaaS, analytics, quality, and modern/AI CX capabilities, including the strategic use of AI to enhance outcomes.

• Solid business, financial, and operational acumen, including experience in managing P&L.

• Highly analytical and data-driven, with the ability to translate insights into actionable strategies and measurable business value.

• Familiarity with NICE CXone, Enlighten Interaction Analytics, Nexidia, or similar Interaction/Speech/Text Analytic platforms is required.

• Expertise in Interaction/Speech/Text analytics and quality management.

• MBA or advanced degree in Business, Analytics, Data Strategy, or a related field.

🏝️ Benefits

• Health insurance

• Professional development opportunities