What are the responsibilities and job description for the Director, CX Process Excellence position at Tools for Humanity?
About the Company :
World is a network of real humans, built on privacy-preserving proof-of-human technology, and powered by a globally inclusive financial network that enables the free flow of digital assets for all. It is built to connect, empower, and be owned by everyone.
Location : San Francisco, USA | Dublin, IE
About the Role
Tools for Humanity is looking for a Director of CX Process Excellence to build and lead the programs that ensure our CX organization is scalable, efficient, and continuously improving. This role will oversee training and development, quality assurance, and customer advocacy—ensuring our internal teams and BPO partners deliver high-quality, consistent support while driving meaningful impact across the company.
This is a build-and-execute role. While responsible for setting the vision and hiring program managers where needed, this leader must also be hands-on—driving execution, improving processes, and directly shaping how CX operates at scale. A key focus will be optimizing workflows, increasing efficiency, and reducing costs through better process management. Additionally, this role will own and maintain our CX process library, ensuring documentation is structured, accessible, and continuously improved.
Responsibilities
Build and lead the CX Process Excellence function, overseeing training, quality assurance, and customer advocacy.
Develop scalable training programs for CX teams and BPO partners to ensure knowledge retention, skill development, and high-quality support.
Establish and manage customer advocacy initiatives, ensuring CX insights are captured, structured, and shared cross-functionally with Product and Engineering.
Own the CX process library, ensuring documentation is well-maintained and continuously updated to support operational efficiency and scalability.
Identify process inefficiencies and lead initiatives to improve workflows, reduce costs, and optimize the effectiveness of CX teams.
Define and track performance metrics to measure the impact of training, customer advocacy, and process optimization efforts.
Partner with BPO leaders and internal teams to ensure alignment between in-house and outsourced operations.
Hire and develop program managers as needed while personally leading and executing key initiatives.
Requirements
10 years of experience in CX operations, process improvement, training, or quality management, with at least 5 years in a leadership role.
Proven experience building and scaling training and customer advocacy programs, with the ability to lead both strategically and tactically.
Strong process management expertise, with experience maintaining and optimizing large-scale process libraries.
Operational efficiency mindset, with a track record of driving process improvements that reduce costs and improve productivity.
Experience working with BPOs, quality assurance programs, and large-scale CX teams.
Exceptional project management skills, able to balance multiple priorities in a fast-moving environment.
A builder’s mentality—comfortable making high-stakes decisions, creating structure, and executing in an evolving, high-growth environment.
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