Caliber · 1 day ago
Director, Customer Success Transformation Strategy
Lewisville, TX
Full-time
Onsite
Director/Executive
10+ years expCaliber is a company focused on customer success transformation, and they are seeking a Director to lead their contact center transformation initiatives. The role involves strategic leadership, technology modernization, and operational optimization to enhance customer experience and drive business growth.
Automotive
Responsibilities
Define and communicate a clear vision for contact center transformation, including AI-driven automation, intelligent routing, telephony modernization, and digital self-service
Partner with executive stakeholders to align transformation initiatives with business, CX, and growth objectives
Recognized industry leader to bring contact center best practices to Caliber initiative
Lead end-to-end delivery of complex, high-stakes transformation programs across multiple workstreams, with vendors like Cognigy and Observe AI and multiple lines of business
Establish strategic project timelines that enable predictable, coordinated delivery across all workstreams within scope and with measurable business outcomes
Establish governance, delivery standards, and risk management practices across initiatives
Design and implement future CCaaS platforms, emerging CRM ecosystems, scheduling and intelligent agent desktop solutions
Drive adoption of AI, automation, analytics, and workforce optimization technologies
Own relationship with IT, security, and architecture teams to ensure scalable, contact center solutions
Optimize contact center performance across people, process, and technology
Own operating model transformation, including workforce strategy, governance, and KPI frameworks
Enable contact center productivity, service levels, quality, and cost-to-serve through data-driven improvements
Serve as a trusted advisor to senior executives, product leaders, and client service teams
Translate complex technical concepts into clear business value narratives
Provide clear, concise, and data-driven status reporting, setting realistic expectations and recommendations
Drives regular executive updates
Qualification
Required
10+ years of experience in contact center operations, consulting, or customer experience transformation
5+ years in senior leadership or program delivery roles managing large, complex initiatives
Deep knowledge of contact center technologies, including CCaaS, AI/automation, telephony, and omnichannel platforms
Strong understanding of CRM platforms such as Salesforce and ServiceNow
Proven program and change management capabilities
Strong analytical and problem-solving skills with a focus on measurable outcomes
Ability to lead cross-functional teams and influence at the executive level
Bachelor's degree required
Preferred
Experience in BPO, multi-site, or enterprise-scale contact center environments strongly preferred
Company
Caliber
As one of the nation's largest auto repair providers, Caliber offers unlimited opportunities to drive your career forward.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Judd Nystrom
Chief Financial Officer
Amanda Moore
Talent Acquisition Partner
Company data provided by crunchbase