Operational Excellence Senior Program Lead
Core
Own and optimize end-to-end Customer Experience (CX) workflows, routing logic, and agent tooling to improve quality, efficiency, and specialist experience across global in-house and BPO sites.
Role type
Senior IC program lead (CX operations excellence)
Builds
CX operating system including workflows, SOPs, routing logic, and automation/AI use cases
Domain
Financial services / Customer Experience operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
CX operations program management, end-to-end workflow design, routing logic optimization, cross-functional stakeholder leadership, data-driven experimentation, change management at scale, generative AI integration
Preferred skills
None stated
Technologies
None explicitly listed (mentions automation/AI use cases generically)
Responsibilities
Own program strategy for CX operations initiatives, design and optimize CX workflows and routing logic, partner with Product/Tooling/Analytics to shape queue design and automation, build and maintain CX standards and governance frameworks, drive change management for global teams, leverage operational metrics to validate workflow changes
Seniority
Senior, hands-on IC
