Define and own the end-to-end CX delivery operating model across all phases: Account Mobilization/Kick-off, Design, Build, Test, Go-live/Hypercare, and Support, working closely with CX Leads and team members.
Establish and maintain CX standards, delivery methodologies, readiness criteria, and quality phase gates.
Govern adherence to the operating model while enabling flexibility for client-specific complexity.
Act as the owner of “how delivery works” across Product & Solutions delivery motions.
Design, manage, and optimize core CX operational workflows including onboarding, delivery execution, handoffs, escalations, and steady-state operations.
Ensure operational consistency across delivery pods, teams, and client segments.
Partner with Delivery Executives and Technical leadership to proactively identify delivery friction, systemic risks, and root causes impacting time-to-value.
Drive continuous improvement across CX workflows using structured problem-solving and data-backed analysis.
Own Automation & Operational technology deployments to identify and deploy automation opportunities that improve efficiency, quality, and scalability.
Champion an automation-first, systems-oriented mindset that reduces cost-to-deliver while increasing delivery confidence.
Define CX operational KPIs and success metrics aligned to business outcomes, client value, and delivery predictability.
Own delivery health reporting, dashboards, and executive-level insights.
Ensure CX Ops moves the organization from anecdotal delivery feedback to consistent, data-driven decision-making.
Surface early warning signals, trends, and systemic issues with clear recommendations for action.
Own the CX risk management and escalation framework, including triggers, severity definitions, and mitigation playbooks.
Serve as a senior escalation point for complex, cross-functional delivery challenges.
Lead root cause analysis and ensure learnings result in durable fixes to the operating model, not one-off solutions.
Act as the connective tissue between CX, Product, Engineering, Support, Finance, and Corporate Operations.
Ensure clean ownership, expectations, and handoffs across teams throughout the client lifecycle.
Align CX Ops priorities with enterprise initiatives, platform evolution, and organizational change.
Build, lead, and develop the CX Operations team, including enablement, insights, governance, and operational excellence roles.
Establish a strong CX Ops operating rhythm that reinforces accountability, learning, and continuous improvement.
Serve as a trusted partner to executive leadership on delivery health, scale readiness, and operational risk.

Requirements

10+ years of experience in CX Operations, Delivery Operations, Implementation Operations, or Transformation roles supporting complex enterprise technology or services organizations.
Proven experience building and scaling operating models that support predictable delivery across multiple products or delivery motions.
Strong systems-thinking and analytical capabilities, with the ability to translate strategy into executable processes, using the latest technologies, including AI and automation tools.
Demonstrated success driving process improvement, automation, and operational discipline at scale.
Experience operating in highly matrixed environments with senior stakeholders across delivery, product, and engineering.
Exceptional written and verbal communication skills, with comfort in presenting operational insights to executive audiences.
Experience in healthcare technology, Revenue Cycle Management (RCM), or regulated operational environments. (Preferred)
Familiarity with AI-driven automation, HITL delivery models, or workforce-enabled technology solutions. (Preferred)
Experience standing up or leading a CX Ops, Delivery Ops, or Program Management Center of Excellence. (Preferred)
Background in metrics-driven delivery models, continuous improvement frameworks, or scale transformations. (Preferred)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

CX delivery operating modeldelivery methodologiescore CX operational workflowsautomationoperational KPIsroot cause analysisprocess improvementdata-driven decision-makingsystems-thinkinganalytical capabilities

Soft Skills

communication skillsleadershipproblem-solvingcollaborationaccountabilitycontinuous improvementstrategic thinkingflexibilitypresentation skillsstakeholder management