Director Customer Experience Operations

Republic Services•Phoenix, AZ

About The Position

POSITION SUMMARY: The Director of Customer Experience Operations is responsible for the strategic design, execution, and optimization of operational frameworks that enable a world-class customer experience in the Customer Resource Center (CRC). This includes enterprise-wide workforce management, service delivery oversight, capacity planning, budget management, data design, real-time performance management, and targeted reporting. A critical component of this role is the leadership and governance of the company’s Business Process Outsourcing (BPO) partnership. The Director ensures the BPO delivers exceptional customer experience, consistently meets service level agreements (SLAs), adheres to quality expectations, and aligns to budgetary goals. With a strong focus on Customer Zeal, this leader drives optimization across a large, geographically dispersed workforce operating across multiple channels and time zones—while shaping future state contact strategies and operational capabilities. PRINCIPAL RESPONSIBILITIES: Sets the strategy and leads execution for short- and long term staffing, service delivery, and performance optimization across the Customer Resource Centers. Oversees the enterprise Workforce Management (WFM) function, including forecasting, capacity planning, scheduling, real time management, and analytics to ensure consistent service levels. Owns the governance, performance, and relationship management of the BPO partner, including operational oversight, SLA adherence, quality assurance alignment, budget management, and continuous improvement. Analyzes contact center performance (internal + BPO) to proactively identify call volume issues, service level interruptions, and customer experience impact; leads corrective action plans. Leads data design initiatives to optimize specific PODs and operating segments, improving customer experience and operational efficiency. In partnership with CE and CRC leadership, champions innovative scheduling models that enhance employee experience and support business demand. Provides regular updates to Customer Experience leadership on progress, risks, and strategic recommendations related to workforce optimization, service delivery, and BPO performance. Guides the WFM and Operations teams to ensure understanding of organizational needs and identification of workforce or performance gaps. Drives continuous improvement initiatives focused on customer experience, efficiency, and employee engagement. Develops and maintains robust reporting processes ensuring integrity of performance metrics, cost and efficiency calculations, service summaries, customer satisfaction insights, and gap analyses. Delivers clear reporting on team, skill, and center-level performance to inform operational decisions and future staffing models. Coaches and develops staff in statistical modeling, forecasting, scheduling methodologies, vendor management best practices, and effective communication. Oversee the creation of reporting functions that meet internal and external stakeholder expectations with accuracy and timeliness. Create strategic recommendations to improve productivity, reduce total cost to serve, and elevate customer experience across both internal teams and the BPO. Coaches and develops a team of professionals to assist in their development and attainment of necessary skills to lift performance. Monitors staff performance and drives performance improvement initiatives and ensures that service levels meet or exceed agreed upon standards. Performs other job-related duties as assigned or apparent.

Requirements

Demonstrated experience leading or governing a BPO/vendor relationship with accountability for SLAs, quality, and budget performance.
Experience with IVR, telephony platforms, or large-scale technology rollouts.
Experience implementing or utilizing WFM software solutions.
Experience managing cross-functional, multi location teams.
Proven ability to multi task and prioritize in a fast-paced, rapidly changing environment.
Strong analytical, communication, and problem solving skills, with a demonstrated ability to convert insights into operational improvements.
Minimum 10 years of leadership experience in operations, or large-scale service delivery functions.

Responsibilities

Sets the strategy and leads execution for short- and long term staffing, service delivery, and performance optimization across the Customer Resource Centers.
Oversees the enterprise Workforce Management (WFM) function, including forecasting, capacity planning, scheduling, real time management, and analytics to ensure consistent service levels.
Owns the governance, performance, and relationship management of the BPO partner, including operational oversight, SLA adherence, quality assurance alignment, budget management, and continuous improvement.
Analyzes contact center performance (internal + BPO) to proactively identify call volume issues, service level interruptions, and customer experience impact; leads corrective action plans.
Leads data design initiatives to optimize specific PODs and operating segments, improving customer experience and operational efficiency.
In partnership with CE and CRC leadership, champions innovative scheduling models that enhance employee experience and support business demand.
Provides regular updates to Customer Experience leadership on progress, risks, and strategic recommendations related to workforce optimization, service delivery, and BPO performance.
Guides the WFM and Operations teams to ensure understanding of organizational needs and identification of workforce or performance gaps.
Drives continuous improvement initiatives focused on customer experience, efficiency, and employee engagement.
Develops and maintains robust reporting processes ensuring integrity of performance metrics, cost and efficiency calculations, service summaries, customer satisfaction insights, and gap analyses.
Delivers clear reporting on team, skill, and center-level performance to inform operational decisions and future staffing models.
Coaches and develops staff in statistical modeling, forecasting, scheduling methodologies, vendor management best practices, and effective communication.
Oversee the creation of reporting functions that meet internal and external stakeholder expectations with accuracy and timeliness.
Create strategic recommendations to improve productivity, reduce total cost to serve, and elevate customer experience across both internal teams and the BPO.
Coaches and develops a team of professionals to assist in their development and attainment of necessary skills to lift performance.
Monitors staff performance and drives performance improvement initiatives and ensures that service levels meet or exceed agreed upon standards.
Performs other job-related duties as assigned or apparent.