Director, Customer Success Transformation Strategy

Service Center

CSCS TX

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.

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’s degree required.