Director, Customer Success Development

Caliber Public Safety

Lewisville, TX, USA
Contact center transformation vision
Large-scale transformation program delivery
Ccaas and ai technology modernization
This senior leader is responsible for modernizing customer service operations through AI, technology enablement, and operational transformation, bridging strategy and execution

Job Summary

  • This senior leader is responsible for modernizing customer service operations through AI, technology enablement, and operational transformation, bridging strategy and execution.
  • The role involves leading large-scale, multi-workstream transformation systems to improve customer experience, agent effectiveness, and operational performance.
  • Key responsibilities include defining contact center transformation vision, leading end-to-end delivery of complex programs, and optimizing contact center performance across people, process, and technology.

Matching Summary

This senior leader is responsible for modernizing customer service operations through AI, technology enablement, and operational transformation, bridging strategy and execution.

Skills & Requirements

Must-have

  • contact center transformation vision
  • large-scale transformation program delivery
  • CCaaS and AI technology modernization
  • contact center operational optimization
  • trusted advisor to senior executives

Nice-to-have

  • industry leader best practices
  • cross-functional team leadership
  • data-driven status reporting

Key Requirements

  • 10+ years contact center operations/consulting/CX transformation
  • 5+ years senior leadership/program delivery
  • Experience in BPO/multi-site/enterprise-scale contact centers
  • Deep knowledge of CCaaS, AI/automation, telephony, omnichannel
  • Strong understanding of CRM platforms (Salesforce, ServiceNow)
  • Proven program and change management capabilities
  • Bachelor's degree required

Work Rights

Must be eligible to work in the U.S. with no restrictions

Tailored Resume

Cover Letter