Director, Solutions and Innovation- US Markets

Job Summary

Remote: US

Must have experience in Contact/Call Centers

The Director, Solutions & Innovation- U.S. Market is a critical role dedicated to driving revenue growth and orchestrating the design of cutting-edge BPO (Business Process Outsourcing) solutions. 

This role involves a strategic balance of leading and managing the solution design for opportunities, including, but not exclusively for customer service, technical support, sales, and back-office services – and how digital solutions, especially the ones provided by Foundever™ may be effectively integrated into these solutions.  You will be pivotal in adding value to client interactions throughout the sales lifecycle, culminating in a successful handover to the implementation team.

About Foundever ™

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. 

• Winner of Comparably’s Award for Best Global Culture in 2022 and 2021 
• Gold Stevie Award Winner for Great Employers 
• We foster an exciting culture of creativity, connection, and commitment.  

Read more about our culture: Foundever™ Stories. 

Responsibilities:

• Collaborate with sales, win, and bid management teams to devise comprehensive BPO solutions that  integrate people, process, and technology. 
• Construct and deliver high-caliber responses to RFIs/RFPs/RFQs (Requests For Information/Proposal/ Quotation) and other company sales collateral.

• Engage in active opportunity identification for BPO services, leveraging experience, stakeholder interviews, workshops, and data analysis to uncover avenues for expansion with both new and existing clients.
• Evaluate and analyze client requirements to provide detailed solutions to meet the client needs.
• Work on transformational projects and strategic client initiatives that require process reengineering, innovation, and proactive approaches.
• Assist with management of the bid process from qualification to client delivery through resource management, solution designs, content creation, document reviews, and presentations.
• Lead the Win and Bid Management teams to deliver top-tier, value-driven solutions within stipulated deadlines and expectations.
• Maintain the utmost professionalism in all written materials, ensuring thorough quality reviews.

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• Delve into client objectives and collaborate closely with the Sales team to strategize multi-geography strategic and operational solutions with a solid commercial grounding.
• Contribute to the creation of exceptional, client- centric solutions in partnership with Operational, Technical, Finance, Legal and Implementation divisions, overseeing risk management and ensuring a smooth transition to implementation.
• Participation in client presentations, site visits and the due diligence processes at client sites.
• Source sales strategy insights from diverse channels, including industry resources to stay ahead of market trends.
• Cultivate expertise within designated industry vertical to enhance solutions.  
• Take personal responsibility to understand and comply with all company and client security requirements and policies.
• Undertake additional responsibilities as deemed necessary by the organization. 

Qualifications

• Bachelor’s degree or equivalent professional experience. 
• A solid foundation of 4-6 years related experience.
• In-depth knowledge of contact/call center operations, including scaling, pricing, business dynamics, and how improvements and innovation might be delivered. 
• Expertise in digital solutions related to customer experience interactions, a plus.

• Thought and proven leadership skills.
• Ability to motivate, collaborate, and influence people enterprise wide.

Travel

• Availability to travel up to 25% of the time.
• Flexibility to adapt work location based on client demands.

Our Perks:

• Competitive salaries, benefits, 401K contribution matching and paid time off. 
• Onsite and remote work at home available (depending on the market). 
• Growth opportunities through various development programs. 
• Employee discounts. 
• Excellent work culture. 

Salary Range

The base pay range for this position is up to $140,000.00 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.  In addition, this role is eligible for a 30% annual incentive opportunity that is pro-rated from your effective start date. 

Pre-employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years. 

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.