Job Summary

We are seeking a dynamic and experienced CX US Market Delivery Leader to join our team. In this role, you will be responsible for managing a team of delivery experts, including professional services, consulting, and project management professionals, ensuring high quality and timely delivery of Foundever digital solutions that drive business value.

You will build and optimize delivery processes and the associated documentation to implement customer experience (CX) digital solutions across various domains that drive demonstrable business value for Foundever and our clients.

Driving operationalization of delivered solutions to deliver measurable business impact.  The delivery leader will be a key resource in the implementation of our transformation and operating model, working with key stakeholders in the business from client side with solutions and customer success through operations teams to drive adoption and value realization to our marketing and strategy teams.

The delivery leader will be a key resource in building and maintaining operational playbooks that drive adoption and value realization.  The delivery leader will work closely with the Technology and AI group to support the delivery of Technology and AI solutions at scale driving business impact.

About Foundever®

Foundever is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 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 2024, 2023, 2022 and 2021
• Gold Stevie Award Winner for Great Employers in 2024 and 2022
• We foster an exciting culture of creativity, connection, and commitment

Responsibilities:

• Team Management: Lead and mentor a team of delivery experts, fostering a culture of excellence and continuous improvement.
• Process Development: Design and implement delivery processes and documentation to ensure consistent and high-quality delivery of CX digital solutions.
• Solution Delivery: Oversee the delivery of digital solutions, including CRM, CCaaS, knowledge management, social media, AI Trainer, Analytics, AI CoPilot, Conversational AI, Process Automation, and machine translation.
• Stakeholder Engagement: Collaborate with internal and external stakeholders to understand their needs and ensure the delivery of effective digital solutions.
• Performance Monitoring: Track and report on delivery metrics to ensure projects are completed on time, within budget, and to the satisfaction of clients whilst measuring business impact and value generation
• Innovation: Stay abreast of industry trends and best practices to drive innovation and efficiency within the delivery team.
• Enablement: Work closely with operations teams to ensure they are equipped with the digital tools and knowledge needed to drive value.

Qualifications

• Education: Minimum 10 years’ experience in a similar position or a related field, A bachelor’s degree in Business Administration , Information Technology or relevant field is required.
• Experience: Proven experience in a delivery and transformation leadership role, preferably within a BPO, Digital CoE, Contact Centre or similar environment.
• Leadership: Strong leadership and team management skills with the ability to inspire and motivate a diverse team.
• Technical Knowledge: Familiarity with CX digital solutions, including CRM, CCaaS, knowledge management, social media, AI Trainer, Analytics, AI CoPilot, Conversational/Generative AI, Process Automation, and machine translation.
• Project Management: Excellent project management skills with a track record of delivering complex projects on time and within budget.
• Communication: Outstanding communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels.

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• Problem-Solving: Strong analytical and problem-solving skills, with a focus on delivering innovative and practical solutions.
• Business Acumen – Capable of ensuring the value realization of delivered solutions and measuring business impact.  Managing Budget and tracking cost against value realization.
• Stakeholder Management – Ability to work effectively in a matrix management and multi-client BPO environment aligning with key teams to drive value through the implementation of digital solutions whilst meeting market and client needs.

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If you are a strategic thinker with a passion for digital transformation and a track record of successful delivery leadership, we would love to hear from you. Apply today to join our team and make an impact!

Salary Range

The base pay range for this position in the United States 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, being that this role will be at a director level and will be eligible for an annual 30% Management Incentive Plan. 

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.