AVP, CX Capabilities & Operations Enablement
About The Position
The AVP, Capabilities and Operations Enablement leads the integration, advancement, and optimization of capabilities, technology, processes, and ways of working across the CXO organization. The role translates these capabilities into measurable business outcomes, including growth and persistency. This leader builds and develops high-performing teams, drives adoption and sustained change, and fosters an agile environment that evolves how work gets done as business needs and technology change. The AVP connects capability advancement, process excellence, and operating discipline across marketing and customer experience. The role anticipates and leverages emerging technologies, including AI and automation, and advances the CXO technology ecosystem to improve organizational effectiveness, accelerate adoption, and deliver business and customer outcomes. The position develops and governs a multi-year roadmap; advances the CX technology ecosystem; establishes operating frameworks, agile practices, and process standards; leads organizational change and adoption; and creates an integrated system across marketing, customer experience, sales enablement, analytics, and technology. The AVP also builds and leads capability and process teams. The role may perform other duties as required.
Requirements
- Bachelor’s degree required.
- Minimum 10 years of experience leading customer experience, marketing operations, digital capabilities, agile delivery, or process management functions, with demonstrated success managing people, operations, and cross-functional execution.
- Deep understanding of the marketing and CX technology landscape, including CRM, CMS, marketing automation, email marketing tools, and digital advertising technologies.
- Familiarity with agile methodologies and experience embedding agile practices in business teams.
- Strong operations management experience, including planning, prioritization, governance, resource coordination, workflow optimization, performance tracking, and continuous improvement across teams.
- Proven ability to lead, coach, and develop high-performing teams with a people-first leadership style that builds clarity, accountability, trust, engagement, and professional growth.
- Intuitive understanding of how technology, software, and platforms can advance a new generation of Customer Experience and Marketing.
- Proven track record of delivering business-focused results through partnerships with the DTO organization.
- Deep knowledge of CXO and Marketing, including platforms, vendors, measurement, content creation, media, technology, and UX.
- Strategic and pragmatic approach, with the ability to generate trust, influence, communicate effectively, and build alliances across business functions and within the organization.
- Excellent presentation skills for audiences of varying sizes and compositions.
- Ability to synthesize relevant information on key milestones, success criteria, and risks.
- Experience with people change programs and information technology, including leading cultural change through technology solutions.
- Excellent leadership and staff management skills, with emphasis on people and team development.
Nice To Haves
- MBA preferred.
Responsibilities
- Develop and govern an integrated, multi-year roadmap for CX capabilities, technology, and operations aligned with business priorities and enterprise strategy, with measures of adoption, effectiveness, and value.
- Advance and optimize the CX technology ecosystem, including digital properties, marketing automation, CMS platforms, CRM integrations, analytics, and AI-enabled capabilities; partner with IT and enterprise functions to clarify ownership and avoid duplication.
- Evaluate and responsibly leverage emerging technologies, including AI, automation, and personalization, to evolve work, accelerate productivity, and create measurable business and customer value.
- Design and evolve operating frameworks, agile practices, planning rhythms, and process standards to improve prioritization, speed, transparency, accountability, and cross-functional execution.
- Lead process engineering as a catalyst for continuous improvement and organizational change.
- Lead change and adoption so new capabilities, technologies, and processes become sustained organizational performance, including role clarity, communications, training, support models, and integration into daily workflows.
- Create an integrated system across marketing, customer experience, sales enablement, analytics, and technology, establishing governance, decision rights, standards, and boundaries for effective data and capability integration and enterprise alignment.
- Build, develop, and lead high-performing capability and process teams, fostering accountability, experimentation, adaptability, collaboration, and continuous learning while developing skills for evolving business and technology needs.
- Perform other duties as required.
Benefits
- Health, vision, and dental benefits
- Short- and long-term disability benefits
- Performance-based incentive plans
- Paid time off, including paid time to volunteer
- 401(k) retirement plan with employer match up to 5% and an additional 4.5% contribution whether or not the employee contributes
- Mental health support
- Career advancement opportunities
- Student loan repayment options
- Tuition reimbursement
- Flexible work environments
- Award-winning culture
- Inclusion and diversity as a priority
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What This Job Offers
Job Type
Full-time
Career Level
Senior
