Director of CX Operations
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Job Description
Director of Client Experience Operations at Smarter Technologies owning the CX delivery operational model. Leading service delivery and continuous improvement for scalable client outcomes across the organization.
Responsibilities:
- Define and own the end-to-end CX delivery operating model across all phases: Account Mobilization/Kick-off, Design, Build, Test, Go-live/Hypercare, and Support, working closely with CX Leads and team members.
- Establish and maintain CX standards, delivery methodologies, readiness criteria, and quality phase gates.
- Govern adherence to the operating model while enabling flexibility for client-specific complexity.
- Act as the owner of “how delivery works” across Product & Solutions delivery motions.
- Design, manage, and optimize core CX operational workflows including onboarding, delivery execution, handoffs, escalations, and steady-state operations.
- Ensure operational consistency across delivery pods, teams, and client segments.
- Partner with Delivery Executives and Technical leadership to proactively identify delivery friction, systemic risks, and root causes impacting time-to-value.
- Drive continuous improvement across CX workflows using structured problem-solving and data-backed analysis.
- Own Automation & Operational technology deployments to identify and deploy automation opportunities that improve efficiency, quality, and scalability.
- Champion an automation-first, systems-oriented mindset that reduces cost-to-deliver while increasing delivery confidence.
- Define CX operational KPIs and success metrics aligned to business outcomes, client value, and delivery predictability.
- Own delivery health reporting, dashboards, and executive-level insights.
- Ensure CX Ops moves the organization from anecdotal delivery feedback to consistent, data-driven decision-making.
- Surface early warning signals, trends, and systemic issues with clear recommendations for action.
- Own the CX risk management and escalation framework, including triggers, severity definitions, and mitigation playbooks.
- Serve as a senior escalation point for complex, cross-functional delivery challenges.
- Lead root cause analysis and ensure learnings result in durable fixes to the operating model, not one-off solutions.
- Act as the connective tissue between CX, Product, Engineering, Support, Finance, and Corporate Operations.
- Ensure clean ownership, expectations, and handoffs across teams throughout the client lifecycle.
- Align CX Ops priorities with enterprise initiatives, platform evolution, and organizational change.
- Build, lead, and develop the CX Operations team, including enablement, insights, governance, and operational excellence roles.
- Establish a strong CX Ops operating rhythm that reinforces accountability, learning, and continuous improvement.
- Serve as a trusted partner to executive leadership on delivery health, scale readiness, and operational risk.
Requirements:
- 10+ years of experience in CX Operations, Delivery Operations, Implementation Operations, or Transformation roles supporting complex enterprise technology or services organizations.
- Proven experience building and scaling operating models that support predictable delivery across multiple products or delivery motions.
- Strong systems-thinking and analytical capabilities, with the ability to translate strategy into executable processes, using the latest technologies, including AI and automation tools.
- Demonstrated success driving process improvement, automation, and operational discipline at scale.
- Experience operating in highly matrixed environments with senior stakeholders across delivery, product, and engineering.
- Exceptional written and verbal communication skills, with comfort in presenting operational insights to executive audiences.
- Experience in healthcare technology, Revenue Cycle Management (RCM), or regulated operational environments. (Preferred)
- Familiarity with AI-driven automation, HITL delivery models, or workforce-enabled technology solutions. (Preferred)
- Experience standing up or leading a CX Ops, Delivery Ops, or Program Management Center of Excellence. (Preferred)
- Background in metrics-driven delivery models, continuous improvement frameworks, or scale transformations. (Preferred)
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