Director, Solutions

In Touch • Altamonte Springs, FL

3d

About The Position

About the Job The Director, Solutions holds the critical role of Strategic Owner for Co-Pilot. This role involves providing high-level leadership and strategic oversight to ensure the platform's organization-wide success. This role focuses on driving key outcomes, maximizing user adoption, and demonstrating ROI while steering clear of day-to-day execution and project management tasks. This strategic role serves as a bridge between technical teams, operations, and stakeholders to ensure Co-Pilot remains a market leader in innovation.

Requirements

• Post-secondary diploma or degree with a major in a related field.
• 5+ years of experience in contact center leadership, including leading teams in a global capacity.
• Demonstrated success in driving user adoption or managing high-level program strategy for technology platforms.
• Understanding of automation, or software implementation processes (Co-Pilot experience preferred).
• Ability to focus on high-level outcomes and drive results through influence rather than direct project management.
• Superior analytical skills, problem-solving, and decision-making skills to evaluate program performance.
• Proven experience in building trusting relationships with executives, clients, and cross-functional teams.
• Excellent communication skills (listening, verbal, and written), specifically in delivering compelling ROI reports to stakeholders.
• The ability to manage significant, ongoing change and business growth related to automated workflows.
• Demonstrated ability to motivate and inspire teams while guiding without overstepping into tactical execution.

Responsibilities

• Work closely with the Operations and User Success teams to achieve high user adoption through individual feature deployments surrounding Co-Pilot.
• Partner with stakeholders to lead the creation and presentation of 90-day impact case studies that highlight ROI and secure long-term client buy-in.
• Define and prioritize program-level initiatives to align Co-Pilot’s capabilities with organizational goals and client needs.
• Support the expansion of Co-Pilot to internal centers or other BPOs and facilitate transitions to Co-Pilot Pro for automated workflows.
• Implement continuous improvement initiatives to enhance implementation processes, adoption, and success metrics.
• Support Technical PMs by providing strategic direction and insights to improve implementations without managing daily tactical activities.
• Identify potential risks related to adoption or RTG effectiveness and implement risk mitigation strategies.
• Identify opportunities and share best practices across accounts to drive scalability and thought leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree