Director, Programs & Change Enablement

Responsibilities

• Tell the story of transformation: You'll craft the narratives, such as newsletters, microsites, executive briefings, and business cases, that make our CXAI ambition tangible and exciting. You simplify the complex, turn data into decisions, and make people feel the urgency of where we're going.

• Drive measurable outcomes: You're fluent in the metrics that matter: CSAT, first contact resolution, cost to serve, revenue per contact. You connect every technology investment to movement in those numbers and build ROI frameworks that secure stakeholder buy-in at the highest levels.

• Lead the transformation roadmap: You'll own the CXAI transformation roadmap end-to-end, including critical paths, deployment sequencing, adoption milestones, and build the scorecards and prioritization tools that keep a global organization focused and accountable.

• Build capability at scale: You design leadership programs, offsites, and team experiences that shift culture and build AI-first capabilities across the organization. You manage headcount planning, performance scorecarding, and direct budget ownership for the CX AI business unit, making investment decisions alongside senior leadership and holding accountability for how resources translate to outcomes.

• Lead by example: You don't just plan the AI transformation, but you demonstrate it. You build templates and program practices that put our own CXAI tools to work, proving from the inside what an AI-powered organization actually looks like.

Competencies

• 7+ years of leading large-scale transformation or change management programs, ideally in technology, BPO, or customer experience

• Deep fluency in Contact Center performance metrics (CSAT, NPS, cost-to-serve, churn, retention), and the ability to tie technology investments to real movement in those numbers

• Strong financial acumen. You build business cases that move stakeholders to act

• Exceptional storytelling and communication skills

• A data-driven mindset that turns complex insights into clear, credible narratives

• Superior program management discipline, you manage competing priorities with urgency and composure

• Experience in strategy, management consulting, or a senior transformation leadership role

• Bachelor's degree in Business, Economics, or related field

Bonus Points

• An MBA is strongly preferred