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Director Cx Operations Jobs in Oregon (NOW HIRING)

NICE

AI Transformation Strategist

OR · On-site +1

You will primarily engage at the VP and Director level - with CX, Operations, Technology, and Digital leaders - to define transformation priorities and drive execution, while maintaining the ...

Gametime United

Vice President, Operations

OR · On-site +1

We're hiring a Vice President, Operations to own the full arc from post-purchase to resolution, and ... Direct experience standing up a CX AI platform from scratch: vendor selection, integration, prompt ...

CenterWell

Pharmacy Senior CX Professional

Salem, OR · On-site

Become a part of our caring community The Pharmacy Senior Consumer Experience (CX) Professional ... director authority. * Focus on operational impact, insight translation, support, and change ...

NICE

Lead Business Consultant, VRS, CX

OR · On-site +1

The ideal candidate brings a strong mix consulting and operations experience to expertly guide ... This is a hands-on position where you are personally involved in direct consulting delivery of ...

Nextiva

Principal Product Manager (Omnichannel CX)

OR · On-site +1

... operational efficiency. You'll work directly with customers, partners, and internal teams to ... Develop a deep understanding of customer needs through direct engagement with customers, prospects ...

Cisco

Director, Financial Regional Sales

OR · On-site +1

$349K - $441K/yr

Design and present financing sales strategies that accelerate growth in Software, Services, and CX ... Provide input to Go-To-Market (GTM) and Operations (OMO) workstreams to drive product adoption and ...

Cresta

Program Director

OR · On-site +1

Operational Excellence: Standardize delivery practices, governance models, and success frameworks ... CX transformation domains. * Proven success leading large-scale software deployments for Fortune ...

New

Pwc

Oracle Cloud CPQ Implementation Director

Portland, OR · On-site

$155K - $410K/yr

... operational efficiency for our clients by implementing Oracle's suite of applications. Your role ... CX) - Promoting technological advances in Oracle Product Data Hub (PDH) - Excelling in analytical ...

Pwc

Oracle CPQ - Senior Manager

Portland, OR · On-site

$124K - $280K/yr

In this role at PwC, you will be instrumental in driving operational excellence and innovation. You ... CX) in client engagements - Validating compliance with governance, risk, and compliance standards ...

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Director Cx Operations information

What is a Director CX Operations?

A Director of Cx (Customer Experience) Operations is a senior leader responsible for overseeing and optimizing the entire customer experience journey within an organization. They develop strategies, manage teams, and implement processes to ensure that customers have positive, seamless interactions at every touchpoint. This role often involves collaborating with multiple departments, analyzing customer feedback, and driving initiatives to improve satisfaction and loyalty. Directors of Cx Operations play a key role in shaping company policies and ensuring that customer-centric values are embedded in the organization’s culture.

What are the key skills and qualifications needed to thrive as a Director CX Operations?

To thrive as a Director of CX Operations, you need expertise in customer experience strategy, process improvement, analytics, and typically a bachelor’s or master’s degree in business or a related field. Familiarity with CX platforms like Salesforce, CRM systems, customer feedback tools, and relevant certifications such as CCXP are common requirements. Leadership, cross-functional collaboration, and strong communication are critical soft skills for driving team performance and stakeholder alignment. These skills and qualifications ensure the delivery of seamless customer experiences, operational efficiency, and long-term business growth.

How does a Director CX Operations typically collaborate with other departments to enhance the overall customer experience?

A Director of CX Operations often works closely with teams such as marketing, product development, sales, and IT to ensure a seamless and consistent customer journey. This role involves leading cross-functional meetings, sharing customer insights, and aligning operational strategies with broader business goals. By fostering open communication and leveraging data-driven feedback, the Director helps other departments understand customer pain points and opportunities for improvement. Effective collaboration is key to implementing initiatives that drive customer satisfaction and loyalty.

What cities in Oregon are hiring for Director Cx Operations jobs?

Cities in Oregon with the most Director Cx Operations job openings:

Infographic showing various Director Cx Operations job openings in Oregon as of August 2026, with employment types broken down into 84% Full Time, 15% Part Time, and 1% Contract. Highlights an 93% Physical, 3% Hybrid, and 4% Remote job distribution.

Senior Manager, Customer Experience (CX) Operations & Performance

Portland, OR • On-site

The Contingent
See more jobs at The Contingentexternal

Full-time

Posted 23 days ago

Job description

Organization Description: 

The Contingent is a 501(c)(3) venture nonprofit that launches, scales, and supports initiatives designed to mobilize communities and empower leaders to create lasting social change. We believe communities already possess the relationships, assets, and leadership needed to solve complex challenges. Our role is to build the systems, partnerships, and innovations that help those solutions take root and grow.

Since our founding, we have worked alongside community leaders, people with lived experience, public agencies, businesses, faith communities, and nonprofit partners to strengthen support systems for children and families. We are committed to listening deeply, challenging assumptions, and designing solutions that are informed by the experiences and needs of the communities we serve.

Through initiatives such as Every Child and The Script, The Contingent mobilizes community members to take meaningful action on behalf of children and families, whether through fostering, volunteering, mentoring, advocacy, or community support. We combine innovation, partnership, and data-informed decision-making to build stronger communities and create opportunities for every child to thrive.

We ask hard questions. We embrace innovation. We build unlikely partnerships. And we work together to transform systems and communities for the common good.

To learn more about The Contingent and our initiatives, visit The Contingent.


Opportunity Summary:

Join The Contingent as our Senior Manager, Customer Experience (CX) Operations & Performance. In this key leadership role, you'll help shape the future of our Customer Experience function by driving operational excellence, performance, and continuous improvement. Partnering closely with the CX Senior Director and cross-functional leaders, you'll build scalable systems, optimize processes, leverage data-driven insights, and lead initiatives that enhance both customer outcomes and organizational impact. 

We're looking for a strategic, analytical leader who is passionate about creating exceptional experiences, developing high-performing teams, and turning vision into action. If you thrive on solving complex challenges, driving change, and building operational excellence in a mission-driven environment, we'd love to hear from you. 

Who You Are 

You are a strategic and analytical leader who thrives on turning insights into action. You bring experience in customer experience operations, workforce planning, performance management, quality assurance, and continuous improvement. You're comfortable using data to drive decisions, improve outcomes, and lead organizational changes. 

You excel at building scalable systems, streamlining processes, and creating accountability structures that enable teams to perform at their best. You are a collaborative partner who can influence across functions, navigate complexity, and successfully lead initiatives from concept through implementation.

Most importantly, you are passionate about developing people, enhancing customer experiences, and advancing mission-driven work that creates meaningful impact in the communities we serve.


Duties & Responsibilities: 

CX Operations + Performance 

  • Oversee CX operations across states, channels, teams, and programs. 

  • Monitor lead volume, engagement, queue health, response times, and productivity to achieve organizational goals. 

  • Partner with the Senior Director of CX to establish performance goals and achieve lead engagement targets. 

  • Identify performance gaps and implement corrective actions, including staffing, workload, and process adjustments. 

  • Reinforce accountability for customer outcomes, operational performance, and service excellence.

Workforce Management 

  • Lead workforce planning, forecasting, scheduling, and capacity management across teams and states. 

  • Monitor productivity and performance data to identify staffing needs and coaching opportunities. 

  • Reallocate resources to maintain queue health, service levels, and lead engagement goals. 

  • Identify capacity constraints and recommend staffing or workflow adjustments. 

  • Partner with managers to address performance gaps and improve workforce effectiveness. 

  • Develop forecasts using lead volume, staffing capacity, trends, and demand projections.

Team Leadership + Management 

  • Lead, coach, and develop a high-performing team through clear expectations and accountability. 

  • Provide ongoing feedback, performance management, recognition, and development opportunities. 

  • Establish performance standards focused on customer outcomes, productivity, and operational excellence. 

  • Conduct performance reviews and support employee engagement and growth. 

  • Support complex customer inquiries and provide guidance to CX team members. 

  • Foster innovation and continuous improvement across the team.

Analytics, Reporting + Insights 

  • Own operational reporting and dashboards to provide visibility into performance. 

  • Analyze trends in lead engagement, response times, productivity, customer satisfaction, and queue health. 

  • Translate data into actionable insights and recommendations. 

  • Identify and address performance risks at the state, team, and individual levels. 

  • Improve reporting consistency, data quality, and usability across CX systems. 

Process + Productivity Improvement 

  • Identify operational bottlenecks and root causes across people, processes, and technology. 

  • Implement process improvements that enhance productivity, scalability, and customer outcomes. 

  • Evaluate cross-functional workflows to reduce friction and improve performance. 

  • Partner with managers to optimize productivity and prioritize customer engagement. 

  • Leverage customer insights to improve CX strategies, processes, and digital responsiveness. 

  • Support organizational growth through scalable onboarding, training, and learning programs.

Launch + Program Execution 

  • Lead operational readiness for new programs, campaigns, initiatives, and state launches. 

  • Translate launch requirements into staffing, workflows, reporting, and training plans. 

  • Monitor post-launch performance and resolve operational issues. 

  • Partner cross-functionally to ensure successful implementation and sustained performance.

Leadership + Cross-Functional Partnership 

  • Serve as a strategic operational partner to CX leadership. 

  • Foster a culture of accountability, continuous improvement, and data-driven decision-making. 

  • Communicate priorities, risks, recommendations, and performance expectations across stakeholders. 

  • Represent The Contingent professionally and support high-priority customer needs as required.

Escalation Management 

  • Oversee the CX help desk and escalation process to ensure timely resolution. 

  • Monitor complex customer issues and coordinate resolution with internal and external partners. 

  • Identify recurring issues and recommend process improvements. 

  • Ensure clear ownership, documentation, and follow-through on escalated inquiries. 

This role may include a degree of variability in responsibilities and duties as deemed by their supervisor. The Contingent employees should be prepared for a dynamic work environment.


Education and Experience: 

  • Bachelor's degree in business, sales, customer service, or a related field. 

  • Equivalent relevant work experience may be substituted for the degree requirement. 

  • 3+ years of supervisory or people leadership experience required. 

  • 4-5 years of experience driving customer outcomes required. 

  • 6+ years of CX experience with 3-5 years in a leadership or management role focused on operational efficiency, CX strategy, and data analytics.


Knowledge, Skills, and Abilities:  

  • Excellent communicator with strong written, verbal, and public speaking skills who is experienced in engaging with diverse internal and external audiences. 

  • Effective manager with a focus on being self-directed and goal-oriented, proactively collaborating externally and internally. 

  • Excellent organizational skills including attention to detail and multitasking skills. 

  • Experience in navigating CX and CRM management tools (Microsoft Dynamics 365, Salesforce, Freshdesk, etc.). 

  • Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook), experience with SharePoint and Microsoft Teams. 

  • Proficiency in Asana or other tasks and project management software is preferred. 

  • Comfortable working in a dynamic and rapidly changing environment; able to navigate and resolve ambiguity. 

  • Comfortable using data to drive decisions and outcomes. 

  • Experience in successfully working with a diverse group of cultures and socio-economic backgrounds, using multi-cultural intelligence, intentional listening, appreciation, and respect. 

  • Experience supporting teams of entry-level professionals and coaching rising leaders in their development.


Personal Qualifications:  

  • Commitment to the mission of The Contingent, including Every Child, and The Script.       

  • Relates well and works effectively with diverse groups of stakeholders who represent the range of ethnic, cultural, and socio-economic backgrounds. 

  • Ability to articulate a position on the importance of diverse community organizations (including faith communities, political organizations, businesses) engaging vulnerable children, youth, and families. 

...

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