Business Operations Director, CX

Applied Systems, Inc.•Chicago, IL

18h•Hybrid

About The Position

We’re searching for a Business Operations Director, CX to join our Service Ops team in a hybrid location from either Chicago or Dallas. In this role, you will be a key member of the leadership team responsible for shaping the strategy and operating model of Applied’s Customer Experience (CX) function. You will partner with senior leadership to advance the strategic direction of our CX organization and enterprise-level operating priorities. We’re looking for someone who’s equally capable of developing high-level business strategy as getting in the weeds on technical execution – with a bias towards leveraging AI – to drive efficiencies and growth. To keep us headed in the right direction, we’re looking for people who understand winning is a team sport, who value and seek to learn from our team’s diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some fun.

Requirements

10+ years of progressive experience in Management Consulting, Investment Banking, or Strategy/Ops at a high-growth SaaS company.
Demonstrated interest and experience in the AI landscape.
High degree of familiarity with BI tools (especially Tableau) and cloud-hosted datasets (GCP), with the ability to design dashboards leveraged throughout the org.
Excellent relationship-building skills with the ability to communicate with all levels of the organization and distill complex datasets and concepts into digestible outputs.
Advanced proficiency in Salesforce (deploying complex reports/dashboards) and MS Office.
Experience operating independently in complex, ambiguous environments; naturally curious and driven by problem-solving.

Responsibilities

Serve as a strategic partner and thought leader to executive leadership, helping develop the operating model and strategy for CX including for our EZLynx and Carrier business units.
Lead large, high-priority strategic initiatives with significant company-wide impact — shaping Applied's go-to-market motions, customer health and retention strategy, and how we operate across business units.
Build networks with senior leaders across multiple departments including CX, Product, Sales, and Finance to align priorities and drive coordinated execution.
Solve unique and complex business problems with broad impact across the organization — anticipating future operational and market challenges before they surface, and owning outcomes end-to-end.
Transform complex datasets into digestible, actionable insights for executive leadership, with a focus on delivering insights.
Help define and formulate a set of KPIs to measure what matters to the business: e.g. adoption, customer health scoring, churn leading indicators, etc.
Drive AI-powered operational excellence, and cultivate AI enablement across the team. Influence enterprise-level AI strategy through leadership of CX use cases.
Own projects end-to-end, from initial concept to execution/delivery, effectively managing projects cross-functionally to deliver successful outcomes.
Help oversee and drive effectiveness of key tools within the CX technology ecosystem, e.g. Salesforce.
Develop a strong understanding of Applied and CX strategy, leveraging your experience and insights to suggest (and work to implement) meaningful operational improvements.