Contact Center Professional Services Program Leader

ClearBridge Technology Group; Washington (District of Columbia); Remote; USD 100,000 - 130,000; Full time

Job summary

A fast-growing contact center CX Professional Services firm is seeking a Professional Services Program Leader for a full-time remote position. The role involves designing and scaling a comprehensive services program to enhance customer experience across diverse client needs. The ideal candidate should have extensive experience in business transformation and contact center operations, with a proven track record of building services programs from the ground up.

Qualifications

• 7–10+ years of experience in professional services/business transformation.
• Experience building services practice and processes from the ground up.

Responsibilities

• Design and build a scalable professional services program.
• Develop service delivery models for implementation and optimization.
• Define KPIs and success metrics for continuous improvement.

Skills

Business Transformation

Customer Experience

Contact Center Operations

Tools

Genesys

Five9

Job description

Contact Center Professional Services Program Leader

Our client, a fast-growing contact center CX Professional Services firm, is looking to hire a Professional Services Program Leader for a full-time remote position. The right candidate will be tasked with designing, building and scaling a comprehensive services program that supports the successful implementation and adoption of contact center solutions. The organization is growing very quickly and needs to put efficient and scalable processes in place.

The Program Leader for this role is someone that has personally been responsible for creating services programs to take a small startup to the next level. This role will be instrumental in delivering exceptional customer experience for clients ranging from small businesses to large enterprises.

Key Responsibilities:

• Design and build a scalable professional services program tailored to diverse client needs and business sizes
• Develop service delivery models (packaged and custom offerings) for implementation, optimization, and CX transformations
• Define and create SOW processes for all services engagement
• Define KPIs, success metrics, and feedback loops to ensure continuous improvement of services.
• Develop repeatable processes, playbooks, and templates to increase efficiency and consistency.

Required Skills:

• 7–10+ years of experience in professional services/business transformation, CX, or contact center operations
• Must have experience building services practice and processes from the ground up.
• Proven track record of building and scaling services programs to support software implementation (ideally SaaS or CCaaS).
• Strong understanding of contact center technologies (i.e. Genesys, Five9, etc.), CX strategy, and implementation methodologies.
• Experience working with companies of various sizes—from SMBs to global enterprises (Must be able to work in a startup capacity)

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