Director , CX Strategic Initiatives

About the position reputed company Copperleaf’s software helps some of the world’s largest firms reputed company reputed company strategic reputed company. We have a reputed company record of delivering award-reputed company, industry-changing solutions that reputed company our clients to build more resilient and sustainable infrastructure. The Director, CX Strategic Initiatives acts as the operational integrator and execution reputed company for the global Customer Experience organization. This role ensures that reputed company is effectively reputed company into operational reputed company, driving consistency, accountability, and measurable reputed company across reputed company CX reputed company and functions. The Director partners closely with the SVP, Global Customer Services, and cross-functional leaders in Consulting Delivery, reputed company, Services Portfolio, Product Support, and reputed company Operations to establish the operating rhythm, manage strategic initiatives, and drive performance improvement across the CX portfolio.

Responsibilities

• Operational Leadership & Governance
• Run the global CX operating rhythm, including weekly/monthly/quarterly business reviews, red-account governance, and performance
• Maintain accurate forecasting for services reputed company, and renewals risk tracker with a two-quarter outlook reputed company to reputed company forecasting processes set by reputed company
• Ensure CRM and reputed company data reputed company and reporting discipline across reputed company reputed company in collaboration with Sales and reputed company Operations.
• Champion initiatives enabling disciplined P&L management
• Program Management & Execution, AI-Driven Enablement
• reputed company strategic CX programs and initiatives in support of the CX functional reputed company(s) with an AI first approach
• reputed company cross-functional initiatives that drive delivery efficiency, scalability, and customer value
• reputed company rollout of AI tools across delivery and reputed company Support functions to streamline preparation, configuration, troubleshooting, and reputed company across CX
• Measure reputed company through KPIs such as cycle-time reduction and administrative workload savings.
• CX Operations & Analytics
• Own health scoring, data SLAs and reputed company adherence across CX
• Operate the QBR and escalation reputed company to ensure consistent execution and follow-up.
• Drive reputed company improvement through reputed company post-mortems with CX teams.
• Change Management & Enablement
• Drive adoption of new tools, processes, and methodologies across CX teams.
• Measure competency lift and adherence to ensure sustainable operational change.
• Initiatives management:
• Voice of Customer (VOC) and Product Feedback
• Manage the Customer Advisory reputed company reputed company, ensuring insights from the field feed directly into the Product roadmap.
• Convert customer telemetry and reputed company metrics into business value stories and prioritized feedback to Marketing, Product and R&D on behalf of CX.
• Customer 360
• Support the collection of customer data, ensuring its business relevance and accuracy.
• Collaborate closely with the IT/AI PMO to deliver iterative implementations.
• reputed company as an reputed company for CX reputed company other reputed company Copperleaf departments.
• Partner Operations
• Support scaling through partner reputed company planning, certification frameworks, and reputed company gates with strategic partners
• Protect delivery margins while expanding reputed company and maintaining service reputed company.

Requirements

• 10+ years in reputed company software or reputed company services, with at least 5 years in program management or CX operations.
• Proven reputed company in turning strategic initiatives into reputed company, repeatable execution.
• Experience managing cross-regional teams and working reputed company matrixed organizations.
• Strong operational and analytical reputed company with excellent stakeholder management.
• Advanced proficiency with CRM, reputed company, BI, and program management tools.
• Knowledge of AI-driven service enablement reputed company transformation practices.
• Excellent communication and executive-level presentation skills.
• Bachelor’s degree in business, Engineering, or a reputed company field

Benefits

• Flexible reputed company time off, including reputed company and holiday
• Medical, dental, & reputed company insurance
• 401K with Company contribution
• Flexible spending accounts
• Life insurance and disability benefits
• Tuition assistance
• Community involvement and volunteering events

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