Senior Director, Agent Success

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

📋 Description

• Design and implement a comprehensive strategy for the agent lifecycle, encompassing recruitment, onboarding, certification, and continuous engagement.

• Identify and resolve friction points that impact agent readiness, participation, and overall success.

• Create feedback channels to gain insights into agent needs and drive enhancements.

• Direct the agent talent acquisition strategy to align with client program requirements.

• Synchronize recruitment efforts with certification capacity, program specifications, and projected demand.

• Supervise the development and ongoing enhancement of learning programs.

• Ensure that learning content meets client expectations, agent preparedness, and service quality standards.

• Facilitate learning for client programs and encourage consistent delivery.

• Establish methods for assessing learning effectiveness and certification results.

• Lead and nurture teams across Agent Experience, Talent Acquisition, Learning & Development, and Learning Facilitation.

• Set shared objectives, accountability, and efficient cross-functional transitions.

• Collaborate with client leadership and internal stakeholders to align initiatives with business objectives.

• Utilize data and feedback to evaluate outcomes and drive continuous improvement.

• Assess tools, technology, and processes that enhance the agent experience.

⛳️ Requirements

• Progressive leadership experience in agent experience, talent acquisition, learning and development, customer experience, or similar areas.

• Proven experience in leading multiple teams or interconnected functions towards shared goals and operational improvements.

• Demonstrated capability to enhance engagement, conversion rates, learning outcomes, or participant success.

• Strong understanding of recruitment, onboarding, certification, and ongoing support processes.

• Ability to translate business and client needs into actionable strategies and measurable results.

• Excellent communication, collaboration, and stakeholder management skills.

• Experience with distributed workforces, contact center operations, or independent contractor networks is preferred.

• Bachelor’s degree in a relevant field or equivalent experience.

🏝️ Benefits

• Remote work opportunities within the United States.

• Flexible workforce model.

• Continuous learning and development opportunities.