Director, Customer Success Transformation Strategy

# Where Purpose and Opportunity AlignDirector, Customer Success Transformation Strategy page is loaded## Director, Customer Success Transformation Strategylocations:

Lewisville, TXtime type:

Full timeposted on:

Posted Todayjob requisition id:

R0213518**Service Center**CSCS TX**Key Responsibilities & Role Focus****Strategic Leadership*** Define and communicate a clear vision for contact center transformation, including AI-driven automation, intelligent routing, telephony modernization, and digital self-service.* Partner with executive stakeholders to align transformation initiatives with business, CX, and growth objectives.* Recognized industry leader to bring contact center best practices to Caliber initiative**Transformation Delivery Excellence*** Lead end-to-end delivery of complex, high-stakes transformation programs across multiple workstreams, with vendors like Cognigy and Observe AI and multiple lines of business* Establish strategic project timelines that enable predictable, coordinated delivery across all workstreams within scope and with measurable business outcomes.* Establish governance, delivery standards, and risk management practices across initiatives.**Technology Modernization*** Design and implement future CCaaS platforms, emerging CRM ecosystems, scheduling and intelligent agent desktop solutions.* Drive adoption of AI, automation, analytics, and workforce optimization technologies.* Own relationship with IT, security, and architecture teams to ensure scalable, contact center solutions.**Operational Optimization*** Optimize contact center performance across people, process, and technology.* Own operating model transformation, including workforce strategy, governance, and KPI frameworks.* Enable contact center productivity, service levels, quality, and cost-to-serve through data-driven improvements**Stakeholder & Client Leadership*** Serve as a trusted advisor to senior executives, product leaders, and client service teams.* Translate complex technical concepts into clear business value narratives.* Provide clear, concise, and data-driven status reporting, setting realistic expectations and recommendations.* Drives regular executive updates.·**Qualifications & Skills****Experience*** 10+ years of experience in contact center operations, consulting, or customer experience transformation.* 5+ years in senior leadership or program delivery roles managing large, complex initiatives.* Experience in BPO, multi-site, or enterprise-scale contact center environments strongly preferred.**Technical Expertise*** Deep knowledge of contact center technologies, including CCaaS, AI/automation, telephony, and omnichannel platforms.* Strong understanding of CRM platforms such as Salesforce and ServiceNow.**Leadership & Delivery Skills*** Proven program and change management capabilities.* Strong analytical and problem-solving skills with a focus on measurable outcomes.* Ability to lead cross-functional teams and influence at the executive level.**Education & Certifications*** Bachelor’s degree required.**About Caliber**Founded in 1997, the Caliber portfolio of brands has grown to more than 1,600 centers nationwide and features a full range of complementary automotive services, including , one of the nation's largest auto collision repair providers across more than 40 states and

for glass repair and replacement.Caliber was recognized as the only company of its kind to make the Forbes list of "America's Best Large Employers," an honor awarded to companies with high employee satisfaction. Caliber was also the only auto service provider to receive an Inc. 2021 Best in Business gold medal in the Extra-Large Company (500+ employees) category, recognizing Caliber for going above and beyond to make a positive impact. With the purpose of , Caliber's more than 25,000 teammates are committed to getting customers back on the road safely—and back to the rhythm of their lives—every day. Dedicated to providing an outstanding customer experience, Caliber continues to rank among the highest customer satisfaction scores in the industry. Caliber is an equal opportunity employer that is committed to inclusion and diversity. Learn more about Caliber atAt Caliber, our purpose is Restoring the Rhythm of Your Life. It drives us. It's the promise we make to our guests AND our teammates. These five core values help us deliver on that promise everyday.Caliber provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including (but not limited to) recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and trainingCaliber provides reasonable accommodations to qualified individuals with disabilities and disabled veterans in the application process. If you need assistance or an accommodation due to a disability, you may contact legal@calibercollision.com. #J-18808-Ljbffr