Director of Contact Centre & Customer Experience (Ref: 197896)

Forsyth Barnes; Deutschland; Hybrid; EUR 130.000 - 183.000; Vollzeit

Zusammenfassung

Forsyth Barnes seeks a Director of Contact Centre & Customer Experience to shape the enterprise direction for customer experience and lead a high-volume remote contact centre operation. You will translate customer insight into practical changes across people, process, technology and performance management.

You will manage a remote team of approximately 250 permanent associates, scaling to around 700 seasonal staff, and advise the COO while partnering with operations, technology, marketing and

Qualifikationen

• 10+ years of leadership experience in contact centres or customer operations.
• Director-level or senior leadership in high-volume environments.
• Experience leading remote or distributed teams at meaningful scale.
• Proven success introducing automation, AI, or digital self-service solutions.
• Practical knowledge of omnichannel engagement across voice, chat, SMS and digital channels.
• Strong command of workforce planning, quality assurance, training and operational reporting.
• Evidence of improving key service metrics and commercial outcomes.

Aufgaben

• Set and execute a multi-year strategy for contact centre performance and CX.
• Establish a customer-first operating model to improve ease, consistency and first-contact resolution.
• Map priority journeys and remove friction across channels and processes.
• Own performance across service quality, productivity, customer satisfaction, cost per contact and revenue per contact.
• Direct the transformation agenda including AI, chatbots, self-service and automation.
• Build a technology roadmap with leadership and measure adoption and impact.
• Lead a remote operation of ~250 permanent associates, with growth to ~700 seasonal staff.

Kenntnisse

Leadership

Remote teams

Automation & AI

Omnichannel

Performance reporting

Commercial judgment

Jobbeschreibung

About Us

Operating across retail, consumer services and food and beverage manufacturing, our client serves customers through a business model where dependable service, accessible support and efficient fulfilment directly influence loyalty and revenue. The organisation’s customer contact operation is a substantial commercial channel, supporting high-volume interactions, distributed teams and seasonal demand. Its breadth creates an opportunity to connect customer insight, service delivery and operational improvement across multiple customer touchpoints.

Job Description

The Director of Contact Centre & Customer Experience will set the enterprise direction for customer experience while leading a high-volume contact centre operation from Omaha, Nebraska. Success will mean delivering simpler customer journeys, stronger first-contact resolution, consistent service quality and measurable gains in productivity, satisfaction and commercial performance. The role combines strategic ownership with operational accountability, requiring a leader who can translate customer insight into practical changes across people, process, technology and performance management.

Responsibility extends across a fully remote workforce of approximately 250 permanent associates, expanding to as many as 700 seasonal associates during peak periods. The director will guide senior leaders across operations, workforce management, quality assurance, training, people development, technology, automation and communications. With the contact centre influencing approximately $115 million to $120 million in annual revenue, this position will advise the COO and work closely with operations, technology, marketing, sales and executive leadership to advance customer-led business transformation.

A central priority will be modernising the customer engagement model through conversational AI, chatbots, virtual assistants, self-service and workflow automation. The successful leader will establish a disciplined roadmap, select initiatives that improve customer outcomes and create sustainable efficiency, and use clear performance reporting to demonstrate progress. An effective approach will balance innovation with service reliability, employee capability, cost control and commercial judgement.

Key Responsibilities

• Set and execute a multi-year strategy for contact centre performance and customer experience.
• Establish a customer-first operating model that improves ease, consistency and first-contact resolution.
• Map priority customer journeys and remove avoidable friction across channels and processes.
• Own performance across service quality, productivity, customer satisfaction, cost per contact and revenue per contact.
• Direct the contact centre transformation agenda, including conversational AI, chatbots, virtual assistants, self-service and workflow automation.
• Build a prioritised technology roadmap with technology leadership and measure adoption, value and customer impact.
• Lead a remote operation of approximately 250 permanent associates and plan effectively for growth to approximately 700 seasonal associates.
• Coordinate workforce planning, capacity modelling and peak-season readiness across the contact centre.
• Develop senior leaders responsible for operations, workforce management, quality assurance, training, people development, technology, automation and communications.
• Strengthen leadership depth, accountability and engagement across a distributed workforce.
• Use customer and operational data to identify root causes, target investment and accelerate continuous improvement.
• Create executive-level dashboards and KPI frameworks that link service performance with commercial outcomes.
• Partner with operations, technology, marketing, sales, human resources and executive stakeholders on shared priorities.
• Serve as a trusted advisor to the COO on customer operations, experience strategy and transformation decisions.
• Help protect and grow the approximately $115 million to $120 million in annual revenue influenced by contact centre activity.
• Contribute customer and contact centre expertise to wider organisational change initiatives.

Requirements

• At least 10 years of progressive leadership experience in contact centres, customer experience or customer operations.
• Director-level or broader experience managing complex, high-volume contact centre environments.
• A record of leading remote or distributed service teams at meaningful scale.
• Demonstrated success introducing automation, AI, digital self-service or other customer technology solutions.
• Practical knowledge of omnichannel engagement across voice, chat, SMS and digital service channels.
• Experience leading through multiple management layers and developing senior functional leaders.
• Strong command of workforce planning, quality assurance, training, performance management and operational reporting.
• Evidence of improving first-contact resolution, customer satisfaction, productivity, cost efficiency or related service measures.
• Commercial judgement suited to a customer function with direct influence on revenue and retention.
• Comfort using data, customer insight and financial measures to make investment and prioritisation decisions.
• Executive presence with the ability to advise senior leaders and influence cross-functional decisions.
• A structured change leadership style that converts strategic goals into accountable delivery plans.
• Experience balancing customer advocacy, employee experience, operational resilience and cost discipline.

Particularly relevant backgrounds may include retail, e-commerce, direct-to-consumer, hospitality, consumer products, food and beverage or other customer-centric environments. Experience with seasonal demand, contact-centre-as-a-service, unified communications, workforce management platforms or conversational AI will be valuable.

Benefits

• Enterprise-level ownership of a customer function with influence over approximately $115 million to $120 million in annual revenue.
• Direct visibility with the COO and access to senior decision-makers across operations, technology, marketing and sales.
• A broad transformation mandate spanning customer journeys, digital service, AI, automation and operating-model improvement.
• The opportunity to shape the experience delivered by a permanent workforce of approximately 250 associates and a seasonal population of up to 700.
• Scope to build leadership capability across operations, workforce management, quality, training, technology and communications.
• A role with measurable impact on customer satisfaction, first-contact resolution, productivity, cost and commercial performance.

Other

Omaha-based, this role suits a customer operations executive who combines strategic range with rigorous execution. The strongest candidates will be comfortable leading through complexity, influencing without relying on hierarchy and making technology investments accountable to customer and business results.

Applicants should be prepared to discuss examples of scaling service operations, leading distributed teams, improving customer journeys and delivering technology-enabled change. Experience in a seasonal, high-volume environment will support the demands of this remit, although transferable leadership experience from adjacent customer-focused sectors will also be considered.