Director, Business Consulting, CX

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

📋 Description

• Lead and expand a high-performing consulting organization while promoting Consulting Delivery Excellence.

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

• Guarantee that consultants facilitate effective adoption and optimization of NICE solutions, yielding measurable outcomes and long-term ROI.

• Propel operational excellence throughout the organization by fostering a process-driven culture centered on measurable results.

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

• Convert high-level strategies 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 KPI enhancements, operational efficiency, and business objectives.

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

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

• Work collaboratively with Sales, Product, Engineering, Marketing, and Customer Success to align strategies and ensure field readiness.

• Represent VRS during executive briefings, customer forums, and market-related events.

⛳️ Requirements

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

• Proven track record of leading consulting teams that deliver measurable business value through the effective use and maturation of CX technology solutions.

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

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

• Highly analytical and data-driven, capable of translating 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

• Flexible working arrangements

• Professional development opportunities