Sr. Director, CX Operations

Bond, a leading customer engagement company, is seeking a highly skilled Director of Customer Experience Operations. This role involves establishing and overseeing global field operations including logistics and underlying systems/tools to support the delivery of customer experience (CX) training and culture transformation curriculum across geographies for automotive clients. The individual will partner with internal stakeholders to ensure client expectations are met and identify & manage in-market partners as needed to ensure successful client delivery.  


 

Key Responsibilities: 

1. Global Field Operations Management: 

• Oversee the planning, execution, and optimization of field operations across multiple regions  

• Oversee the hiring & training of CX coaches, contractors and ensure practices support client requirements  

• Evaluating and analyzing team performance. 

• Establish and manage global field operations to support the company's growth  

• Ensure seamless coordination and delivery of CX immersions and CX coaching per client SLAs and expectations  

• Implement best practices to enhance operational efficiency and effectiveness 
   

 Logistics and Systems Oversight: 

• Manage logistics to ensure timely and efficient delivery of requirements  

• Leverage / recommend / implement systems and technologies to streamline operations and outcomes. Including partnerships in the Global CX Coaching market. 

• Monitor and analyze operational data to identify areas for improvement  

 

Stakeholder Partnership: 

• Collaborate with internal teams to align delivery/execution with client goals and expectations  

• Foster strong relationships with key stakeholders to ensure successful program implementation  

• Identify and manage in-market partners to support the delivery of training and coaching sessions   

Reporting and Analysis: 

• Prepare detailed reports on field operations, training outcomes, and stakeholder engagement. 

• Provide insights and recommendations to senior management based on data analysis and insights. 

• Ensure compliance with best practices. 

Qualifications: 

• Education: Bachelor's degree in Business Administration, Operations Management, or a related field. Master's degree preferred. 

• Experience: Minimum of 10 years of experience in CX operations, or logistics, with a focus on the automotive industry. 

Skills: 

• Strong leadership and