Director, Customer Success Transformation Strategy
About The Position
Service Center CSCS TX Key Responsibilities & Role Focus Strategic Leadership 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 Transformation Delivery Excellence 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. Technology Modernization 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. Operational Optimization 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 Stakeholder & Client Leadership 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. <>· Qualifications & Skills Experience 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. Experience in BPO, multi-site, or enterprise-scale contact center environments strongly preferred. Technical Expertise Deep knowledge of contact center technologies, including CCaaS, AI/automation, telephony, and omnichannel platforms. Strong understanding of CRM platforms such as Salesforce and ServiceNow. Leadership & Delivery Skills 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. Education & Certifications Bachelor’s degree required.
Requirements
- 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.
Nice To Haves
- Experience in BPO, multi-site, or enterprise-scale contact center environments strongly preferred.
- Recognized industry leader to bring contact center best practices to Caliber initiative
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.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Director
