Vice President, CX Market Delivery Leader- Remote

Job Summary

 

We are seeking a dynamic and experienced Vice President, CX US Market Delivery Leader to join our team. In this role, you will be responsible for managing a team of delivery experts, including professional services, consulting, and project management professionals, ensuring high quality and timely delivery of Foundever digital solutions that drive business value.

 

You will build and optimize delivery processes and the associated documentation to implement customer experience (CX) digital solutions across various domains that drive demonstrable business value for Foundever and our clients and Drive operationalization of delivered solutions to deliver measurable business impact.  The delivery leader will be a key resource in the implementation of our transformation and operating model, working with key stakeholders in the business from client side with solutions and customer success through operations teams to drive adoption and value realization to our marketing and strategy teams.

 

The delivery leader will be a key resource in building and maintaining operational playbooks that drive adoption and value realization.  The delivery leader will work closely with the Technology and AI group to support the delivery of Technology and AI solutions at scale driving business impact.

 

Responsibilities:

 

• Change Management: Implementing large scale changes, while communicating, training, leading and motivating a team through change.
• Team Management: Lead and mentor a team of delivery experts, fostering a culture of excellence and continuous improvement.
• Process Development: Design and implement delivery processes and documentation to ensure consistent and high-quality delivery of CX digital solutions.
• Solution Delivery: Oversee the delivery and implementation of digital solutions, including CRM, CCaaS, knowledge management, social media, AI Trainer, Analytics, AI CoPilot, Conversational AI, Process Automation, and machine translation.
• Stakeholder Engagement: Collaborate with internal and external stakeholders to understand their needs and ensure the delivery of effective digital solutions.
• Performance Monitoring: Track and report on delivery metrics to ensure projects are completed on time, within budget, and to the satisfaction of clients whilst measuring business impact and value generation
• Innovation: Stay abreast of industry trends and best practices to drive innovation and efficiency within the delivery team.
• Enablement: Work closely with operations teams to ensure they are equipped with the digital tools and knowledge needed to drive value.

 

Qualifications

 

• Education: Minimum 10 years’ experience in a similar position or a related field, A bachelor’s degree in a Business Administration, Information Technology or relevant field is required.
• Experience: Proven experience in a delivery and transformation leadership role, preferably within a BPO, Digital CoE, Contact Centre or similar environment.
• Leadership: Strong leadership and team management skills with the ability to inspire and motivate a diverse team.
• Change Management: Proven experience implementing large scale changes, while communicating, training, leading and motivating a team through change.
• Technical Knowledge: Familiarity with CX digital solutions, including CRM, CCaaS, knowledge management, social media, AI Trainer, Analytics, AI CoPilot, Conversational/Generative AI, Process Automation, and machine translation.
• Project Management: Excellent project management skills with a track record of delivering complex projects on time and within budget.
• Communic