Director of CX Operations

Opportunity

As the Director of Client Experience (CX) Operations, Solutions at Smarter Technologies, you will own the operating system that enables consistent, scalable, and high-confidence client outcomes across all delivery motions. This role is responsible for defining, governing, and continuously evolving how Smarter Technologies delivers for clients at scale, ensuring that growth does not come at the expense of predictability, quality, or trust.

Sitting at the center of delivery execution, operational rigor, and cross-functional alignment, you lead the CX Ops function as the internal engine behind client-facing success. You translate real-world delivery experience into standards, workflows, tooling, metrics, and escalation mechanisms that allow Delivery, Solutions & Advisory, Product, Engineering, and Support teams to execute with clarity and accountability.

As Director of CX Operations, you do not own individual client relationships. Instead, you own the system that makes strong client experiences repeatable & scalable. By institutionalizing what works, surfacing risks early, and driving continuous improvement, you enable Smarter Technologies to scale AI-first, human-in-the-loop (HITL) solutions without relying on heroics.

Key Responsibilities

CX Operating Model Ownership & Governance

• Define and own the end-to-end CX delivery operating model across all phases: Account Mobilization/Kick-off, Design, Build, Test, Go-live/Hypercare, and Support, working closely with CX Leads and team members.
• Establish and maintain CX standards, delivery methodologies, readiness criteria, and quality phase gates.
• Govern adherence to the operating model while enabling flexibility for client-specific complexity.
• Act as the owner of “how delivery works” across Product & Solutions delivery motions.

Service Delivery Operations & Workflow Excellence

• Design, manage, and optimize core CX operational workflows including onboarding, delivery execution, handoffs, escalations, and steady-state operations.
• Ensure operational consistency across delivery pods, teams, and client segments.
• Partner with Delivery Executives and Technical leadership to proactively identify delivery friction, systemic risks, and root causes impacting time-to-value.

Process Improvement, Automation & Scale

• Drive continuous improvement across CX workflows using structured problem-solving and data-backed analysis.
• Own Automation & Operational technology deployments to identify and deploy automation opportunities that improve efficiency, quality, and scalability.
• Champion an automation-first, systems-oriented mindset that reduces cost-to-deliver while increasing delivery confidence.

Delivery Health, Metrics & Insights

• Define CX operational KPIs and success metrics aligned to business outcomes, client value, and delivery predictability.
• Own delivery health reporting, dashboards, and executive-level insights.
• Ensure CX Ops moves the organization from anecdotal delivery feedback to consistent, data-driven decision-making.
• Surface early warning signals, trends, and systemic issues with clear recommendations for action.

Risk Management & Escalation Leadership

• Own the CX risk management and escalation framework, including triggers, severity definitions, and mitigation playbooks.
• Serve as a senior escalation point for complex, cross-functional delivery challenges.
• Lead root cause analysis and ensure learnings result in durable fixes to the operating model, not one-off solutions.

Cross-Functional Alignment & Operating Rhythm

• Act as the connective tissue between CX, Product, Engineering, Support, Finance, and Corporate Operations.
• Ensure clean ownership, expectations, and handoffs across teams throughout the client lifecycle.
• Align CX Ops priorities with enterprise initiatives, platform evolution, and organizational change.

CX Ops Leadership & Organizational Development

• Build, lead, and develop the CX Operations team, including enablement, insights, governance, and operational excellence roles.
• Establish a strong CX Ops operating rhythm that reinforces accountability, learning, and continuous improvement.
• Serve as a trusted partner to executive leadership on delivery health, scale readiness, and operational risk.

Minimum Requirements

• 10+ years of experience in CX Operations, Delivery Operations, Implementation Operations, or Transformation roles supporting complex enterprise technology or services organizations.
• Proven experience building and scaling operating models that support predictable delivery across multiple products or delivery motions.
• Strong systems-thinking and analytical capabilities, with the ability to translate strategy into executable processes, using the latest technologies, including AI and automation tools.
• Demonstrated success driving process improvement, automation, and operational discipline at scale.
• Experience operating in highly matrixed environments with senior stakeholders across delivery, product, and engineering.
• Exceptional written and verbal communication skills, with comfort in presenting operational insights to executive audiences.

Preferred Qualifications

• Experience in healthcare technology, Revenue Cycle Management (RCM), or regulated operational environments.
• Familiarity with AI-driven automation, HITL delivery models, or workforce-enabled technology solutions.
• Experience standing up or leading a CX Ops, Delivery Ops, or Program Management Center of Excellence.
• Background in metrics-driven delivery models, continuous improvement frameworks, or scale transformations.