Director, CX Practice

Overview

A LITTLE BIT ABOUT Boldr

Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities worldwide.

We are a global team united by our desire to connect diverse people with shared values for a bolder impact.

We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

Meaningful connections start with AUTHENTICITY.

We do our best work by being CURIOUS.

We grow by remaining DYNAMIC.

Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE.

At the heart of great partnerships, we’ll always find EMPATHY.

As the Director, CX Practice & Support Ops, you will play a pivotal role in transforming Boldr’s Client Experience (CX) division into an outcome-focused, AI-enabled organization. You will guide how we deliver exceptional client outcomes by embedding best practices across our specialized services, incorporating AI & other technology, and drive continuous improvement and compliance in our Service Delivery operations.

You will elevate our Strategic Business Units (SBUs) to be outcome-oriented, ensure the consistency and effectiveness of our SOPs, QA, and training, to drive operational excellence and scalability across the Customer Support SBU, and Technical and Data Services SBU. You will own end-to-end Customer journey mapping, and embed the voice of the Customer and Client into our SOPs. Your leadership will be the flywheel that enables our frontline service delivery teams to move faster, smarter, and with greater impact for our clients.

• SOP Governance & QA Excellence: Lead the creation, maintenance, and governance of SOPs ensuring process consistency and clarity across Boldr’s specialized service lines. Oversee QA frameworks and insights to drive continuous improvement. Build each SOP to incorporate defined CX outcomes and metrics (such as CSAT and NPS), ensuring governance is connected to both process improvement, SLAs, as well as Customer & Client outcomes.
• Training & Upskilling: Assess and actively report on training consistency across delivery team members. Design and implement scalable training and development initiatives, as well as “customer empathy workshops” to equip teams with the skills needed to have a CX mindset, Client & Customer orientation, and be prepared for AI-enabled delivery. Elevate CX leaders and delivery teams into outcome-focused leaders aligned with Boldr’s mission.
• AI Enablement & Process Innovation: Partner with both the Snr Director of CX Strategy & Solutions, and the Lead Solutions Architect, to define, implement, and monitor AI standards across delivery processes. Drive initiatives that improve efficiency and client outcomes through AI, process enhancements, and CX innovations.
• Performance & ROI Monitoring: Design and track key operational metrics to measure the ROI of process improvements and training initiatives. Ensure data-driven decisions are made to enhance client and team outcomes. Help our leaders share deep insights and recommendations, using data to share stories that resonate with Client outcomes and success.
• Leadership Collaboration: Work closely with the Directors of the CX SBUs to align practice standards with day-to-day operations. Serve as a coach and partner to CX leaders and delivery teams to align execution with client outcomes.

YOU WILL…

• Possess a deep and demonstrable understanding of the Customer Experience landscape, evidenced by your progressive roles and focus on CX strategy and operations.
• You are customer & client centric, not just operations centric
• Are a strategic and results-oriented leader with a proven ability to translate vision into actionable plans and deliver tangible outcomes.
• Collaborative leader capable of working effectively across teams to achieve shared objectives.
• Proactive and take ownership of initiatives, driving them to successful completion.
• Have deep experience in CX operations, process design, and continuous improvement within a BPO or CX-led environment.
• Are passionate about leveraging AI and technology to elevate delivery and client outcomes.
• Are an excellent coach and mentor, able to elevate others while building scalable frameworks.
• Thrive in dynamic environments, embracing change and complexity with clarity and energy.
• Are data-driven, using insights to drive improvements and track ROI.

YOU HAVE…

• Significant senior leadership experience within Customer Experience, with a demonstrable track record of developing and implementing successful CX strategies.
• Experience engaging with and presenting to C-suite executives and other senior stakeholders, with the ability to build rapport and influence decision-making.
• Familiarity with evolving service delivery models and the ability to optimize them for scalability and client value.
• Proven experience in leading CX practice, process improvement, or operational excellence functions.
• Experience leading customer and client journeys to drive CX transformation
• Expertise in designing and governing SOPs, QA frameworks, and training programs.
• Experience partnering with AI and automation teams to embed technology into delivery.
• Strong track record of coaching leaders and building high-performance teams.
• Ability to translate operational insights into client-facing outcomes.
• A commitment to continuous learning and innovation in the CX and BPO industry.