Director, Delivery CX AI

Ladders; United States; Remote; USD 150,000 - 180,000; Full time

Benefits offered by this job

Remote work within US/Canada

Travel up to 25%

Job summary

Ladders, on behalf of its client, seeks a Director, Delivery CX AI to guide strategy across AI-enabled customer experience engagements. You will lead a global, cross-functional team, partnering with executives to drive retention, expansion, and measurable business outcomes.

The role blends delivery leadership with pre-sales support and recovery management in a fast-paced consulting environment. Location is Remote within the US/Canada, with travel up to 25%.

Qualifications

• 10+ years in technology with leadership experience in consulting or professional services.
• Proven track record managing client portfolios of $10M+ with retention and growth focus.
• Experience with large-scale CX or contact center transformations that influence executive decisions.
• Knowledge of AI applications in CX, including conversational AI and agent assist.

Responsibilities

• Serve as the primary escalation point and strategic advisor for client executives.
• Drive the commercial success of a $15M-$20M client portfolio through Quarterly Business Reviews.
• Identify expansion opportunities within existing accounts by understanding client pain points.
• Shape Day 2 support models and advisory engagements for ongoing client relationships.
• Lead a global team across multiple workstreams to deliver measurable outcomes.
• Identify and manage risks proactively, including stepping into recovery situations as needed.
• Favor iterative delivery with smaller releases for AI capabilities.

Skills

AI CX

Leadership

Pre-sales

Delivery management

SDLC & Agile

Job description

For our client, we are seeking a Director, Delivery CX AI to join the team of a leader in the Information Technology space.

This role will guide client delivery strategy across AI-enabled customer experience engagements, with a strong focus on retention, expansion, and executive-level partnership. You will lead a global, cross-functional team through complex workstreams while helping shape advisory and support models that drive measurable business outcomes. The position also blends delivery leadership with pre-sales support and recovery management in a fast-moving consulting environment.

Location: Remote

Compensation: $150,000 – $180,000 annually

Responsibilities

• Serve as the primary escalation point and strategic advisor for client executives
• Drive the commercial success of a $15M-$20M client portfolio through Quarterly Business Reviews
• Identify expansion opportunities within existing accounts by understanding client pain points
• Shape Day 2 support models and advisory engagements for ongoing client relationships
• Lead a global team across multiple workstreams to deliver measurable outcomes
• Identify and manage risks proactively, including stepping into recovery situations as needed
• Favor iterative delivery with smaller releases for AI capabilities

Qualifications

• 10+ years of experience in technology, including 4+ years in senior leadership within consulting or professional services
• Proven track record managing client portfolios of $10M+ with a focus on retention and growth
• Experience with large-scale CX or contact center transformations that influence executive decision-making
• Knowledge of AI applications in CX, including conversational AI and agent assist
• Hands-on experience leading CCaaS or CX AI platforms; certifications are a plus
• Deep understanding of SDLC and Agile delivery methodologies
• Experience managing and coaching leaders across Product, Engineering, and Delivery

Benefits

• Remote work flexibility within the U.S. or Canada
• Opportunity for travel up to 25% to client locations
• Delivery-focused leadership role with a strong emphasis on AI
• Access to a diverse portfolio of client engagements valued at approximately $15M-$20M
• Involvement in shaping innovative solutions and pre-sales activities

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.