Director CX

Director-CX

Director, CX Program Management & Operational Excellence

Function: Customer Experience (CX)

Scale: 50M+ annual customer interactions; Multiple lines of businesses and BPO ecosystem

Role Purpose:

Own the CX operating backbone: program delivery, agent capability, quality and insights, and risk and compliance. Convert CX strategy into governed, measurable outcomes (resolution rate, quality, training throughput and proficiency, bot performance) while embedding AI-first ways of working.

Scope (4 pillars)

1. CX Program & Project Management (PMO)

2. Contact Center Training & BPO Quality Governance

3. Central Quality & Business Insights

4. Risk & Compliance

Key Responsibilities

1. Strategic PMO & Transformation

• Run the CX PMO, managing portfolio planning, prioritization, governance cadences, and benefit tracking across internal and cross-functional programs.
• Lead high-impact strategic initiatives, including revamping partner strategies and centralizing operational and governance models.
• Drive large-scale transformational change charters and contact center consolidation efforts across the CX landscape.
• Ensure full CX operational readiness for new business launches, aligning process, people, tooling, quality, and compliance standards.
• Partner with Product, Engineering, and Business leaders to drive adoption and end-to-end change management for inter-functional projects.

2. Contact Center Training & BPO Quality Governance

• Set the L&D strategy and quality standards for agents and leaders across in-house and BPO partner sites.
• Improve training throughput, effectiveness and time-to-proficiency, and reduce agent performance variance.
• Govern BPO QA partner operations and training delivery, ensuring rigorous compliance and quality standards across outsourced environments.
• Introduce AI-enabled learning (simulations, personalised coaching, nesting analytics).
• Establish robust QA calibration frameworks across external vendor sites to maintain evaluation consistency and link training to quality and resolution outcomes.

3. Central Quality & Business Insights

• Define the central quality vision, standards, and calibration framework across all internal teams and BPO partner operations.
• Scale automated and real-time interaction auditing and predictive QA.
• Turn quality and interaction data into business insights (drivers of contacts, defects, CSAT/resolution gaps) for the Product, Ops and Business teams.
• Own evaluation frameworks for GenAI agent-assist, summarisation and voice/chat bots (accuracy, relevance, groundedness, hallucination, containment).

4. Risk & Compliance

• Own the CX risk and control framework: policy adherence, audit readiness, data privacy/security, and regulatory and consumer-protection compliance.
• Set up risk monitoring (fraud, mis-selling, PII handling, escalations) and drive remediation to closure.
• Be the point of contact for internal and external audits, and ensure BPO compliance.

Success Metrics

• GTM adherences, Program on-time/on-budget delivery and realised benefits
• Training throughput, proficiency time, and effectiveness
• Resolution rate improvement
• Quality scores and variance reduction Bot/GenAI accuracy, relevance, groundedness
• Audit findings closed on time; compliance incident rate

Qualifications

• 15+ years in Cx Quality, Training and Program Management. 5+ years leading multi-layered, multi-functional teams in large-scale e-commerce or global service environments.
• Should have exposure towards handling contact center quality and training.
• Proven enterprise-level application of Six Sigma, COPC or equivalent.
• Certifications: PMP or Prince2 (mandatory); Quality Management or Risk & Compliance certification (e.g., Six Sigma Black Belt, COPC).
• Strong record of executive stakeholder management, cultural transformation and governance.
• Working knowledge and proven experience in deploying AI tools for Quality and Training in contact center operations.
• B.E./B.Tech or MBA/PG in a quantitative or business discipline.

Key Competencies

Strategic thinking, executive presence, change leadership, data fluency, vendor governance, risk judgment, people leadership.