Sr. Director, CX Operations

Bond, a leading customer engagement company, is seeking a highly skilled Director of Customer Experience Operations. This role involves establishing and overseeing global field operations including logistics and underlying systems/tools to support the delivery of customer experience (CX) training and culture transformation curriculum across geographies for automotive clients. The individual will partner with internal stakeholders to ensure client expectations are met and identify & manage in-market partners as needed to ensure successful client delivery.  


 

Key Responsibilities: 

1. Global Field Operations Management: 

• Oversee the planning, execution, and optimization of field operations across multiple regions  

• Oversee the hiring & training of CX coaches, contractors and ensure practices support client requirements  

• Evaluating and analyzing team performance. 

• Establish and manage global field operations to support the company's growth  

• Ensure seamless coordination and delivery of CX immersions and CX coaching per client SLAs and expectations  

• Implement best practices to enhance operational efficiency and effectiveness 
   

 Logistics and Systems Oversight: 

• Manage logistics to ensure timely and efficient delivery of requirements  

• Leverage / recommend / implement systems and technologies to streamline operations and outcomes. Including partnerships in the Global CX Coaching market. 

• Monitor and analyze operational data to identify areas for improvement  

Stakeholder Partnership: 

• Collaborate with internal teams to align delivery/execution with client goals and expectations  

• Foster strong relationships with key stakeholders to ensure successful program implementation  

• Identify and manage in-market partners to support the delivery of training and coaching sessions   

Reporting and Analysis: 

• Prepare detailed reports on field operations, training outcomes, and stakeholder engagement. 

• Provide insights and recommendations to senior management based on data analysis and insights. 

• Ensure compliance with best practices. 

Qualifications: 

• Education: Bachelor's degree in Business Administration, Operations Management, or a related field. Master's degree preferred. 

• Experience: Minimum of 10 years of experience in CX operations, or logistics, with a focus on the automotive industry. 

Skills: 

• Strong leadership and team management skills. 

• Excellent communication and interpersonal abilities. 

• Proficiency in using ERP and CRM systems. 

• Analytical thinking and problem-solving capabilities. 

• Ability to manage multiple projects and priorities simultaneously. 

 The ideal candidate is a strategic thinker with a proven track record in managing complex operations and delivering exceptional customer experiences. They possess strong leadership qualities, are adept at building relationships, and have a deep understanding of the automotive industry. The candidate should be results-oriented, data-driven, and passionate about driving culture transformation and operational excellence. 

Bond is proudly recognized as a Great Place to Work and Best Managed Company. We’re 800(ish) people working tirelessly together to make the world a more loyal place. You’ll be joining a hyper-talented team with a galaxy of skill sets ranging from research to creative to digital and beyond. You’ll have an excellent opportunity to grow, learn and make an impact as we tackle some of our client’s biggest business challenges.

At Bond, we are proud to be a diverse organization, and we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly create equal opportunity and positive employment experiences for everyone. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and people with intersectional identities.

Please connect with our People & Values team should you require any accommodation.