Director, Strategy & Operations

TTEC Digital•Austin, TX

4h•$150,000 - $195,000•Remote

About The Position

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. TTEC Digital Seeks a Director, Strategy & Operations to join our growing organizations. This is a 100% remote opportunity! As a Director, Strategy & Operations working remotely at TTEC Digital, you will lead our project delivery efforts and partner with sales on business development, ensuring our clients receive exceptional, effective solutions that enhance both end-customer and employee experiences and efficiencies, with measurable results for the business. This role is a unique opportunity to build and shape our consulting team, driving business growth through innovative strategies and successful project delivery. This role reports to the VP, CX Transformation Studio.

Requirements

15+ years of relevant experience, including at least 5 years of experience as a CX Consulting Director, preferably within a consulting or agency environment.
Strong portfolio showcasing successful consulting projects and strategies.
Strong leadership and management skills, with the ability to inspire and motivate a team.
Project management skills, with the ability to prioritize tasks, meet deadlines, and manage resources effectively.
In-depth knowledge of customer experience, business strategy, operations management
A passion for delivering exceptional consulting services and a continuous drive to stay updated with industry trends.
Minimum Bachelor’s level degree required; Master’s degree preferred.

Nice To Haves

Proficiency in Design Thinking facilitation (Digital and non-digital products)
Certification in process excellence methodology such as Lean, Six Sigma, Agile, etc
Experience working with CX technology platforms such as AWS, Cisco, Genesys, Google, or Microsoft

Responsibilities

Strategy Development: Collaborate with clients to understand their business objectives, customer needs, and market requirements and develop effective, creative strategies that align with their goals. Conduct market research, analyze industry trends, and identify opportunities for innovation to drive client success. Develop CX strategies that align with clients' objectives and leverage industry best practices.
Contact Center Operations Expertise: Strategic Alignment & Transformation: Align contact center operations with broader CX strategy to drive measurable outcomes, including cost optimization, customer retention, and revenue growth. Operational Expertise: Deep understanding of end-to-end contact center operations across voice and digital channels, including WFM, routing, queue design, IVR and AI-enabled flows. Performance & Metrics Optimization: Proven ability to define, monitor, and improve key metrics such as service level, AHT, FCR, CSAT, NPS, and cost per contact to ensure operational excellence and enhanced customer experience.
Project Delivery and Execution: Manage and actively contribute to the successful delivery of consulting projects, ensuring they meet client expectations and are strategically aligned. Manage project timelines, budgets, and resource allocation effectively. Lead the development and implementation of streamlined processes to enhance efficiency and effectiveness. Monitor key performance indicators to assess the impact of process changes and identify areas for further improvement.
Business Development: Proven experience partnering with a sales team to identify and pursue opportunities to expand client engagements and drive business growth. Skilled in proposal solutioning and staffing across CX strategy and operations, especially contact center, transformational consulting engagements.
Team Leadership and Collaboration: Lead and inspire a team of consultants, fostering a collaborative and innovative work environment. Provide guidance and feedback to nurture the professional growth of team members. Collaborate with cross-functional teams to ensure seamless integration of consulting solutions.
Thought Leadership: Stay informed about industry trends, emerging technologies, and best practices in customer experience. Leverage innovative approaches and tools to enhance consulting deliverables. Look for opportunities to expand practice offerings by leveraging existing project delivery experiences and learnings.