Remote Director CX AI Delivery & Growth

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

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%.