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Job Summary:

As the Vice President of Customer Experience (CX) Solutions, you will spearhead strategic initiatives to enhance and innovate customer experiences across multiple channels within the BPO organization. This role is pivotal in driving client satisfaction, operational excellence, and growth by leading the development, implementation, and optimization of CX solutions tailored to client needs. You will work closely with cross-functional teams, engage with key stakeholders, and oversee CX strategies to ensure service delivery excellence, customer retention, and business growth.

Responsibilities:

• CX Strategy Development: Lead the creation and implementation of a comprehensive CX strategy that aligns with business goals and client expectations. Stay ahead of market trends to ensure innovative CX solutions.

• Client Relationship Management: Act as a primary point of contact for high-profile clients as needed, working to understand their needs and ensuring that solutions are designed and delivered to exceed expectations.

• CX Solution Design & Implementation: Collaborate with internal teams (operations, IT, Marketing, HR, etc.) to design, develop, and implement scalable CX solutions that leverage emerging technologies (AI, automation, data analytics).

• Operational Excellence: Drive process improvements and operational efficiencies within the BPO environment, utilizing metrics, KPIs, and feedback to continuously improve service delivery and customer satisfaction.

• Data-Driven Decision Making: Utilize customer insights, analytics, and performance data to refine strategies and improve outcomes. Develop actionable reports and dashboards to track progress.

• Vendor & Partner Management: Collaborate with third-party vendors and technology partners to enhance service delivery, manage contracts, and drive solution implementation.

• Stakeholder Engagement: Engage with executive leadership to ensure alignment on goals, share insights, and provide recommendations on CX strategy and execution.

Skills Requirements:

Key Qualifications:

• Experience:
• 10+ years of experience in customer experience management, operations, or related roles within the BPO industry.
• Proven track record of developing and implementing CX strategies at a senior level.
• Experience with digital transformation, customer analytics, and technology-driven CX solutions.
• Leadership Skills: Strong leadership capabilities with a demonstrated ability to lead cross-functional teams and manage large-scale projects in a fast-paced environment.
• Technical Expertise: Knowledge of CRM systems, customer journey mapping, data analytics, and AI-driven CX technologies.
• Client-Focused: Strong customer relationship management skills, with a deep understanding of client needs and how to deliver exceptional service experiences.
• Communication: Excellent verbal and written communication skills, with the ability to present complex ideas to senior leadership and external clients.
• Problem-Solving: Strong analytical and problem-solving abilities with a results-oriented mindset.

Preferred Qualifications:

• Global BPO experience or experience managing CX in a multi-geography context.
• Certification in CX-related methodologies (e.g., Six Sigma, Design Thinking).

Compensation:

• Competitive base salary with performance-based incentives
• Comprehensive benefits package, including health, retirement, and professional development opportunities.

Education Requirements:

Bachelor's degree in Business, Marketing, Operations, or related field.

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Type and/or sit for extended periods of time.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability or Vietnam era or other protected veteran.