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Director Cx Operations Jobs in Washington (NOW HIRING)

[solidcore]

Director of Engineering

Arlington, VA · Hybrid

We are seeking a Director of Engineering to lead our engineering organization, technical ... CX, and Operations teams to deliver scalable, consumer-facing technology solutions that drive ...

[solidcore]

Director of Engineering

Arlington, VA · Hybrid

We are seeking a Director of Engineering to lead our engineering organization, technical ... CX, and Operations teams to deliver scalable, consumer-facing technology solutions that drive ...

[solidcore]

Director of Engineering

Arlington, VA · On-site

We are seeking a Director of Engineering to lead our engineering organization, technical ... CX, and Operations teams to deliver scalable, consumer-facing technology solutions that drive ...

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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 are the most commonly searched types of Cx Operations jobs in Washington?

The most popular types of Cx Operations jobs in Washington are:

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

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

Contact Center & Customer Experience Transformation VP - Cross Industry

Washington, DC • On-site

EXL
IT Services • 10K+ employees
Learn more about EXLexternal

$156K - $201K/yr

Other

Re-posted 10 days ago

ExlService Holdings rating

7.8

Company rating: 7.8 out of 10

Based on 8 frontline employees who took The Breakroom Quiz

Job description

Vice President Contact Center And Customer Experience Transformation

We are looking for a Vice President to lead Contact Center and Customer Experience (CX) Transformation for our Diversified Industries Group (DIG), spanning Retail, E-commerce, Travel & Hospitality, and Telecom clients.

This is a dual-mandate, quota-carrying leadership role: the incumbent will originate and close transformation opportunities with new and existing DIG clients and lead the design and delivery of large-scale CX and contact center transformation programs — spanning operations redesign, digital/AI-led CX, and technology modernization.

The ideal candidate combines deep transformation delivery credibility with a genuine sales instinct — comfortable owning a revenue number, running C-suite conversations, and converting pipeline into signed, deliverable engagements.

Responsibilities

Revenue ownership & deal closure

  • Own and deliver an annual bookings/revenue target across the DIG portfolio, in partnership with account and sales leadership.
  • Lead client conversations from qualification through commercial closure — shaping deal structure, pricing, and win strategy for large, complex transformation pursuits.
  • Build and manage a qualified pipeline of CX/contact center transformation opportunities; represent the practice in RFPs, client pitches, and executive briefings.
  • Act as a trusted advisor to CXOs (CX, Operations, Digital, Customer Care) at client organizations, translating business pain points into transformation propositions.

Transformation strategy & delivery leadership

  • Lead large-scale contact center and CX transformation programs end-to-end: current-state diagnostics, target operating model design, business case development, and multi-year execution roadmaps.
  • Drive operational transformation levers — channel shift, self-service, workforce optimization, automation/AI-led servicing, and outcome-based commercial models.
  • Own program governance, client stakeholder management, and delivery quality across a multi-account portfolio.
  • Build repeatable transformation frameworks, playbooks, and accelerators specific to Retail, E-commerce, Travel, and Telecom customer journeys.

CX technology & solutioning

  • Maintain working fluency across the CX/contact center technology stack — CCaaS platforms (NICE, Genesys, Five9, Amazon Connect), CRM (Salesforce Service Cloud, Microsoft Dynamics), conversational AI/chatbots, workforce management (WFM/WFO), and analytics/QA (speech and text analytics, CSAT/VOC tooling).
  • Partner with technology and analytics teams to embed AI/GenAI-led servicing, agent-assist, and automation into transformation solutions.
  • Evaluate and position partner/ISV technology within client solutions to differentiate proposals.

Domain & industry leadership

  • Bring point-of-view and thought leadership on CX trends specific to Retail, E-commerce, Travel & Hospitality, and Telecom (e.g., peak-season scalability, loyalty servicing, omnichannel commerce support, telco care-to-sales conversion).
  • Represent DIG at industry forums, client advisory boards, and internal capability-building initiatives.

People & practice leadership

  • Build, mentor, and scale a team of transformation consultants, solution architects, and delivery leads.
  • Partner with HR/Talent to shape hiring, capability development, and career pathing for the transformation practice.
Qualifications

Required Qualifications

  • 15+ years of overall experience, with a minimum of 8–10 years in contact center/CX transformation, consulting, or BPO/BPM leadership roles.
  • Demonstrated track record of leading large-scale (multi-million dollar) transformation programs from design through execution.
  • Proven, quantifiable sales/business development track record — direct experience owning a revenue target and closing complex, multi-stakeholder deals.
  • Hands-on familiarity with the CX/contact center technology ecosystem (CCaaS, CRM, WFM, conversational AI, analytics) — enough to credibly solution with clients, not just describe it.
  • Direct domain experience in at least two of: Retail, E-commerce, Travel & Hospitality, Telecom.
  • Executive presence and strong consultative selling skills; comfortable presenting to and negotiating with C-level client stakeholders.
  • Experience operating within a BPO, BPM, IT services, or management consulting environment preferred.
  • Bachelor's degree required; MBA or equivalent advanced degree preferred.
  • Willingness to travel to client locations and delivery centers as needed.

Success Metrics/KPIs

  • Annual bookings / revenue closed against target (primary metric — quota-carrying).
  • Pipeline generated and conversion rate from qualified opportunity to signed contract.
  • Transformation program delivery outcomes: CSAT/NPS improvement, cost-to-serve reduction, automation/self-service adoption, SLA adherence, and compliance/audit pass rates.
  • Client retention and expansion (net revenue retention) across the BFS portfolio.
  • Practice growth: team scaling, capability maturity, repeatable IP/accelerators developed.

What We Offer

  • A high-visibility leadership mandate at the intersection of sales and transformation delivery, ownership of a strategic banking industry group, competitive base and incentive compensation, and the platform to shape how leading banks and financial institutions transform their customer experience.

The typical base pay range for this role across the U.S. is USD $185,000 - $250,000 per year.

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