CX Excellence Leader & Operations Architect

Boldr Impact; Cape Town; On-site; ZAR 1,500,000 - 2,100,000; Full time

Job summary

Boldr is seeking a Senior Manager, Client Experience Excellence to bridge Business Unit strategy with account execution. You’ll elevate CXM capability, strengthen operational discipline, and drive scalable processes across a SaaS/AI-enabled environment.

You will coach senior leaders, shape workforce planning, and implement governance that reduces escalation, aligning teams to consistently deliver exceptional client outcomes.

Qualifications

• 7+ years of experience in Client Experience, Customer Operations, Service Delivery, or related environments.
• Experience leading managers who lead operational teams.
• Experience supporting SaaS, technology, AI, platform, or high-growth businesses.
• Proven ability to drive operational transformation and standardization across programs.

Responsibilities

• Lead, coach, and develop a team of Client Experience Managers.
• Establish clear expectations for leadership behaviors and operational rigor.
• Conduct performance evaluations, talent reviews, and ongoing development.
• Build leadership succession pipelines and organizational readiness.
• Drive portfolio health reviews and identify risks, opportunities, and gaps.
• Establish and enforce standards for governance, escalation, and accountability.

Skills

Leadership

Coaching

Operational Excellence

SaaS/Tech Ops

Stakeholder Management

Job description

Boldr is seeking a Senior Manager, Client Experience Excellence to bridge Business Unit strategy with account execution. You’ll elevate CXM capability, strengthen operational discipline, and drive scalable processes across a SaaS/AI-enabled environment.

You will coach senior leaders, shape workforce planning, and implement governance that reduces escalation, aligning teams to consistently deliver exceptional client outcomes.