Service Center
CSCS TX
Director, Customer Success Transformation is a senior leader responsible for modernizing customer service operations through AI, technology enablement, and operational transformation. This role bridges strategy and execution, leading large-scale, multi-workstream transformation systems that improve customer experience (CX), agent effectiveness, and operational performance improvement.
Operating as a trusted advisor to executive stakeholders, the Director owns complex contact center initiatives including CCaaS implementations, omnichannel enablement, AI-driven automation, and process optimization across enterprise and BPO environments with speed, rigor and measurable impact.
Key Responsibilities & Role Focus
Strategic Leadership
- Define and communicate a clear vision for contact center transformation, including AI-driven automation, intelligent routing, telephony modernization, and digital self-service.
- Partner with executive stakeholders to align transformation initiatives with business, CX, and growth objectives.
- Recognized industry leader to bring contact center best practices to Caliber initiative
Transformation Delivery Excellence
- Lead end-to-end delivery of complex, high-stakes transformation programs across multiple workstreams, with vendors like Cognigy and Observe AI and multiple lines of business
- Establish strategic project timelines that enable predictable, coordinated delivery across all workstreams within scope and with measurable business outcomes.
- Establish governance, delivery standards, and risk management practices across initiatives.
Technology Modernization
- Design and implement future CCaaS platforms, emerging CRM ecosystems, scheduling and intelligent agent desktop solutions.
- Drive adoption of AI, automation, analytics, and workforce optimization technologies.
- Own relationship with IT, security, and architecture teams to ensure scalable, contact center solutions.
Operational Optimization
- Optimize contact center performance across people, process, and technology.
- Own operating model transformation, including workforce strategy, governance, and KPI frameworks.
- Enable contact center productivity, service levels, quality, and cost-to-serve through data-driven improvements
Stakeholder & Client Leadership
- Serve as a trusted advisor to senior executives, product leaders, and client service teams.
- Translate complex technical concepts into clear business value narratives.
- Provide clear, concise, and data-driven status reporting, setting realistic expectations and recommendations.
- Drives regular executive updates.
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Qualifications & Skills
Experience
- 10+ years of experience in contact center operations, consulting, or customer experience transformation.
- 5+ years in senior leadership or program delivery roles managing large, complex initiatives.
- Experience in BPO, multi-site, or enterprise-scale contact center environments strongly preferred.
Technical Expertise
- Deep knowledge of contact center technologies, including CCaaS, AI/automation, telephony, and omnichannel platforms.
- Strong understanding of CRM platforms such as Salesforce and ServiceNow.
Leadership & Delivery Skills
- Proven program and change management capabilities.
- Strong analytical and problem-solving skills with a focus on measurable outcomes.
- Ability to lead cross-functional teams and influence at the executive level.
Education & Certifications
- Bachelor鈥檚 degree required.
Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.聽
Must be eligible to work in the U.S. with no restrictions.聽