Director Customer Experience
3 weeks ago
Director Customer Experience
Posted today
Job DescriptionDevelop and execute the account's financial plan, including Profit & Loss.
- Manage the program's financial performance drivers, such as attendance, headcount, attrition, compensation, and billing yield.
- Lead Operations Managers to achieve client program KPIs and revenue objectives.
- Create short and long-term performance strategies aligned with leadership vision and company direction.
- Communicate strategy to the management team and cascade goals and objectives for desired results.
- Empower a team of managers to focus on driving Reliability and Continuous Improvement for clients.
- Collaborate with various teams to optimize resources, business intelligence reporting, and the performance management process.
- Drive performance, client satisfaction, and new growth opportunities by leveraging the company's value to clients.
Qualifications
- Bachelor's Degree in Business or related field, or equivalent relevant work experience.
- 5 years of related Operational Management experience is required, with a preference for experience in a large Call Center/BPO environment.
- Proven financial and business management record, including oversight of multi-million dollar P&L and management of
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