Back
Login to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Tier-1 brand and metro location increase interest, but senior director level narrows qualified candidate pool.
Customer-experience and service-center leadership skills transfer across sectors, though retail/omnichannel experience is preferred.
Mandated 10+ years plus large service-center leadership and cross-functional operational experience makes screening highly selective.
Lead a large-scale service center operation with 6-10 senior managers and 100+ team members to deliver exceptional guest outcomes and operational excellence.
Use guest insights, data analytics, and contact drivers to identify friction points and influence enterprise-wide improvements in the guest experience across channels.
Partner with Product, Technology, Digital, and other business units to drive innovation through automation, AI, and evolving operating models while leading transformation initiatives.
Bachelor's degree or equivalent experience required.
10+ years of progressive leadership experience in service centers, contact centers, customer experience, operations, or related environments.
Proven experience leading large, complex service organizations and developing high-performing teams.
Experience partnering with Product, Technology, Analytics, or Digital teams to improve customer experiences.
Experienced strategic leader comfortable navigating complex, cross-functional enterprise environments with strong data-driven decision-making skills.
Demonstrated success leading transformation and change initiatives involving technology adoption, automation, and AI integration.
Background in retail, e-commerce, consumer-facing, or omnichannel service delivery environments is preferred but not mandatory.