Director, CX Operations

POSITION SUMMARY

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

Strategic Leadership & Transformation

o   Define and execute a multi-year CX Operations roadmap aligned to business objectives, emphasizing AI-driven automation, omnichannel engagement, and continuous improvement.

o   Lead organizational change management to modernize contact center processes and technology adoption.

AI & Technology Enablement

o   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.

o   Oversee the CX tech stack, ensuring seamless system integration, data governance, and tool efficacy.

Operational Excellence & Analytics

o   Refine and track key metrics (AHT, FCR, CSAT/NPS, QA scores), leveraging advanced analytics to inform decisions and drive accountability across teams.

o   Conduct capacity planning, forecast staffing needs, and optimize resource allocation to support global contact center volumes.

Team Development & Culture

o   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.

o   Build cross-functional collaboration with Customer Success, Marketing, Finance, Product, Engineering, and external vendors to deliver a differentiated, concierge-level service.

Process Optimization & Governance

o   Design and implement standardized playbooks, workflows, and quality management programs to ensure consistent CX delivery and compliance.

o   Lead continuous process improvement initiatives (pilot, measure, iterate) to scale best practices across regions.

Stakeholder Engagement & Reporting

o   Serve as a strategic partner to the executive team; provide regular updates, board-level presentations, and insights to guide organizational priorities.

o   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 self-service, and conversational AI implementations.
• Prior experience in channel or partner-driven sales models.

WHY BROADVOICE

Grow Your Career

Whether you're interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship.

Enjoy Flexibility

We know life happens outside of work. Our remote-first approach and focus on work-life harmony let you thrive in all areas of your life.

Community & Culture

Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference.

Make an Impact

With us, your ideas are heard, and your work is meaningful. As a member of our team, you'll play a central role in building a more reliable and process-oriented infrastructure for Broadvoice's future.

Are you ready to join a passionate and talented team to build the future of Broadvoice?

If you're a strategic thinker, a collaborative, and have a talent for driving impactful results, we'd love to meet you Apply now to become part of a forward-thinking company that's growing and empowering its people across all roles and departments.