Director, Experience Optimization, Adoption

Gainwell Technologies

Director optimizing customer experience performance platforms for Gainwell Technologies. Leading strategy and adoption across various CX platforms to enhance operational performance.

Posted 5/16/2026full-timeRemote • Texas • 🇺🇸 United StatesLead💰 $127,400 - $182,000 per yearWebsite

About the role

Key responsibilities & impact

directs enterprise experience optimization and adoption for customer experience (CX) performance platforms
leads the business-side strategy for adoption, governance, optimization, and value realization across platforms
partners cross-functionally to align platform configuration, adoption practices, leader routines, and analytics
develops and oversees the enterprise experience optimization and adoption operating model
defines governance routines, adoption gates, intake and prioritization processes
leads the business-side adoption and optimization lifecycle for Verint, telephony, and related CX platforms
partners closely with PEO functional leaders, CX leadership and technology teams
establishes adoption gates and success measures for each platform and module
builds trusted relationships with business, operations, and frontline leaders
creates and enforces standards for tool usage, workflow design, configuration intent, and ongoing optimization
owns the optimization backlog in partnership with PEO functional leaders

Requirements

What you’ll need

12 or more years of experience leading large-scale CX, performance enablement, platform adoption, digital transformation, or operational optimization initiatives
at least 5 years in a senior leadership role
demonstrated success leading enterprise adoption and optimization of complex platforms
proven ability to create governance through influence in highly matrixed organizations
strong analytical and problem-solving skills
exceptional communication and stakeholder management skills
demonstrated ability to build, lead, and scale high-performing teams
hands-on experience with Verint platforms and contact center or CX technology ecosystems strongly preferred
experience in healthcare, insurance, public sector, or other highly regulated, high-complexity service environments preferred

Benefits

Comp & perks

generous, flexible vacation policy
401(k) employer match
comprehensive health benefits
educational assistance
leadership and technical development academies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

CX performance platformsplatform adoptionoperational optimizationgovernanceanalyticsworkflow designoptimization backlogdigital transformationperformance enablementcomplex platform optimization

Soft Skills

analytical skillsproblem-solving skillscommunication skillsstakeholder managementrelationship buildingleadershipinfluenceteam buildingcross-functional collaborationstrategic thinking