Director, Cx Operations

**About Broadvoice | GoContact**

At Broadvoice | GoContact, we believe that exceptional customer experience is the cornerstone of business success. Our AI-powered contact center and communications solutions are designed to help mid-market businesses simplify service, enhance satisfaction, and swiftly resolve issues.

Our holistic approach to CX sets us apart in the market. We don’t just provide software. We offer a proven CX framework backed by hands-on support. And our platform was built to be easy to deploy, intuitive to use, and scalable without chaos.

Every role in our company contributes to our mission of providing and creating exceptional experiences. Whether you’re in product, sales, support, marketing, or operations, your work directly impacts our customers and, by extension, their customers. Collaboration, innovation, and a shared commitment to excellence define our culture.

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As Director of CX Operations, you will spearhead the modernization of our contact center and customer experience operations. Reporting to the Chief Operating Officer, you will drive strategic initiatives to enhance efficiency, scale our AI-driven automation, and optimize processes across customer care and technical support teams spanning multiple continents. You will build and mentor a high-performing operations organization, establish world-class KPIs to ensure seamless CX delivery that powers Broadvoice’s growth and excellence.

The Director of CX Operations will lead and motivate our operations and contact center teams through a maturation of business processes in a high-growth environment. He/She will be expected to execute on providing a world-class level of service to our customers to achieve the company’s Customer Service Vision, through effective communication, change management, mentoring, performance management, recognition, and coaching.

**KEY RESPONSIBILITIES**

1. **Strategic Leadership & Transformation**
- Define and execute a multi-year CX Operations roadmap aligned to business objectives, emphasizing AI-driven automation, omnichannel engagement, and continuous improvement.
- Lead organizational change management to modernize contact center processes and technology adoption.

2. **AI & Technology Enablement**
- Partner with Business Systems, Engineering and Product teams to integrate emerging AI technologies (real-time agent guidance, predictive routing, speech analytics, and self-service bots) into core operations.
- Oversee the CX tech stack, ensuring seamless system integration, data governance, and tool efficacy.

3. **Operational Excellence & Analytics**
- Refine and track key metrics (AHT, FCR, CSAT/NPS, QA scores), leveraging advanced analytics to inform decisions and drive accountability across teams.
- Conduct capacity planning, forecast staffing needs, and optimize resource allocation to support global contact center volumes.

4. **Team Development & Culture**
- Recruit, develop, and retain top talent; set clear performance goals, coaching frameworks, and recognition programs to foster a culture of customer advocacy and operational excellence.
- Build cross-functional collaboration with Customer Success, Marketing, Finance, Product, Engineering, and external vendors to deliver a differentiated, concierge-level service.

5. **Process Optimization & Governance**
- Design and implement standardized playbooks, workflows, and quality management programs to ensure consistent CX delivery and compliance.
- Lead continuous process improvement initiatives (pilot, measure, iterate) to scale best practices across regions.

6. **Stakeholder Engagement & Reporting**
- Serve as a strategic partner to the executive team; provide regular updates, board-level presentations, and insights to guide organizational priorities.
- Champion customer feedback loops (surveys, voice-of-customer programs) to refine the customer journey and service offerings.

**QUALIFICATIONS**

**Required**
- Bachelor’s degree in Business, Operations, or related field.
- 10+ years in CX operations, contact center management, or related leadership roles within high-growth SaaS or technology companies.
- Proven track record of modernizing operations through AI/automation, scaling global teams, and driving measurable efficiencies.
- Expertise with leading CX platforms (e.g., GoContact, Salesforce Service Cloud) and AI-driven tools (agent assist, chatbots, analytics).
- Strong analytical, strategic planning, and people-management skills; experience presenting to executive stakeholders.
- Demonstrated success in change management and cross-functional collaboration with Engineering, Product, and Customer Success.

**Preferred**
- Master’s degree in Business Administration, Operations Management, or related discipline.
- Experience overseeing contact center operations across multiple continents with 24×7 service delivery models.
- Background in telecommunications, BPO, or CCaaS environments.
- Familiarity with omnichannel CX strategies, digital se