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Sr. Director, Customer Experience
Job in
Atlanta, Fulton County, Georgia, 30383, USA
Listed on 2026-02-01
Listing for:
Evergreen
Full Time
position Listed on 2026-02-01
Job specializations:
-
Management
Operations Manager, Business Management
Job Description & How to Apply Below
The Practice Leader for Customer Experience Solutions & Services leads a strategic business unit focused on creating and delivering customer-facing solutions that enhance engagement, satisfaction, and operational efficiency. This role owns the profit and loss (P&L) for the practice, manages executive-level client relationships, and oversees global delivery teams. The leader will drive growth through innovative service models, operational excellence, and strong partnerships.
StrategicLeadership & P&L Management
- Define and execute the CX practice strategy in alignment with market trends, client needs and organizational goals.
- Own the P&L for the CX practice, including budgeting, forecasting, and revenue optimization.
- Develop and implement go-to-market plans for CX solutions, including pricing, delivery models, and scalability.
- Drive continuous improvement and innovation in customer experience, leveraging technology, AI, and automation.
- Guide the team in partnering with client stakeholders to understand CX operational challenges and translate them into actionable solution designs.
- Collaborate with other solution leaders to create end-to-end architectures integrating technology, process optimization, and data-driven insights.
- Ensure solutions align with enterprise architecture principles and compliance standards.
- Oversee and ensure excellence across all CX operational areas
- Customer Support Operations
- Contact Center Management
- Technical Support Leadership
- Client Engagement & Delivery Excellence
- Practice Management
- Innovation & Growth
- Bachelor’s degree in business, Technology, or related field; MBA preferred.
- 12+ years in customer service, operations, or digital transformation roles.
- Proven track record of managing P&L and delivering profitable growth.
- Experience in contact center operations, technical support, and service delivery.
- Strong leadership and stakeholder management skills.
- Financial acumen for budgeting, forecasting, and revenue optimization.
- Excellent communication and negotiation skills.
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