Foundever · 15 hours ago

CX US Market Delivery Leader- Remote

United States

Full-time

Remote

Director/Executive

$0/yr - $140K/yr

10+ years exp

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Hiring Manager

Lisa Kasiman

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Responsibilities

Lead and mentor a team of delivery experts, fostering a culture of excellence and continuous improvement.

Design and implement delivery processes and documentation to ensure consistent and high-quality delivery of CX digital solutions.

Oversee the delivery of digital solutions, including CRM, CCaaS, knowledge management, social media, AI Trainer, Analytics, AI CoPilot, Conversational AI, Process Automation, and machine translation.

Collaborate with internal and external stakeholders to understand their needs and ensure the delivery of effective digital solutions.

Track and report on delivery metrics to ensure projects are completed on time, within budget, and to the satisfaction of clients whilst measuring business impact and value generation.

Stay abreast of industry trends and best practices to drive innovation and efficiency within the delivery team.

Work closely with operations teams to ensure they are equipped with the digital tools and knowledge needed to drive value.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Delivery LeadershipCX Digital SolutionsProject ManagementStakeholder ManagementBusiness AcumenProcess AutomationMachine TranslationAI CoPilotConversational AIKnowledge ManagementSocial MediaAI TrainerCCaaSCRMTeam Management

Required

Minimum 10 years’ experience in a similar position or a related field

A bachelor’s degree in a Business Administration, Information Technology or relevant field is required

Proven experience in a delivery and transformation leadership role, preferably within a BPO, Digital CoE, Contact Centre or similar environment

Strong leadership and team management skills with the ability to inspire and motivate a diverse team

Familiarity with CX digital solutions, including CRM, CCaaS, knowledge management, social media, AI Trainer, Analytics, AI CoPilot, Conversational/Generative AI, Process Automation, and machine translation

Excellent project management skills with a track record of delivering complex projects on time and within budget

Outstanding communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels

Strong analytical and problem-solving skills, with a focus on delivering innovative and practical solutions

Capable of ensuring the value realization of delivered solutions and measuring business impact

Ability to work effectively in a matrix management and multi-client BPO environment aligning with key teams to drive value through the implementation of digital solutions whilst meeting market and client needs