Senior Director, Agent Success

Simply Results Talent

About The Position

The Senior Director, Agent Experience & Success leads the strategy and execution of the agent journey, bringing together Agent Experience, Talent Acquisition, Learning & Development, and Learning Facilitation. Reporting to the SVP, Operations, this leader creates a cohesive experience from recruiting through certification and ongoing support for agents delivering services for Liveops’ clients. The role strengthens agent engagement, reduces drop-off throughout the agent lifecycle, and ensures agents have the learning, resources, and support needed to deliver successful client interactions.

Requirements

Progressive leadership experience in agent experience, talent acquisition, learning and development, customer experience, or related functions.
Experience leading multiple teams or interconnected functions through shared goals and operational change.
Demonstrated ability to improve engagement, conversion, learning outcomes, or participant success.
Strong understanding of recruiting, onboarding, certification, and ongoing support processes.
Ability to translate business and client needs into practical strategies and measurable outcomes.
Strong communication, collaboration, and stakeholder management skills.
Bachelor’s degree in a related field or equivalent relevant experience.

Nice To Haves

Experience supporting distributed workforces, contact center operations, or independent contractor networks.

Responsibilities

Develop and execute an integrated strategy for the agent lifecycle, connecting recruiting, onboarding, certification, and ongoing engagement.
Identify and address friction points that affect agent readiness, participation, and success.
Establish feedback channels to understand agent needs and translate insights into improvements.
Partner across functions to provide a consistent, supportive agent experience.
Lead agent talent acquisition strategy to support client program needs.
Align recruiting activities with certification capacity, program requirements, and anticipated demand.
Improve the transition from recruiting to learning and certification through clear communication and coordinated processes.
Monitor recruiting effectiveness, candidate engagement, and conversion throughout the acquisition process.
Oversee the development and continuous improvement of learning programs that prepare agents for client interactions.
Ensure learning content supports client requirements, agent readiness, and service quality expectations.
Partner with client-facing teams and subject matter experts to keep learning relevant and effective.
Advance learning approaches that improve accessibility, engagement, and knowledge retention.
Lead learning facilitation for client programs, promoting consistent delivery and an engaging agent experience.
Align facilitation resources and schedules with recruiting pipelines and client program needs.
Establish methods to evaluate learning effectiveness and certification outcomes.
Use facilitator and agent feedback to improve learning delivery and readiness.
Lead and develop teams across Agent Experience, Talent Acquisition, Learning & Development, and Learning Facilitation.
Establish shared goals, clear accountability, and effective handoffs across functions.
Partner with client leadership and internal stakeholders to align agent initiatives with business priorities.
Use data and feedback to identify opportunities, measure results, and guide improvements.
Evaluate tools, technology, and processes that strengthen the agent journey.