CX Leadership & Operational Excellence Lead

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

Job summary

Boldr is seeking an exceptional operational leader to serve as the connective layer between Business Unit strategy and account execution. The Senior Manager, Client Experience Excellence elevates CXM effectiveness, strengthens operational excellence, and enables teams to consistently deliver outstanding client outcomes.

The role requires coaching senior leaders, reviewing workforce models, navigating complex operational challenges, influencing executives, and driving organizational improvement

Qualifications

• 7+ years in Client Experience or related operations.
• 5+ years leading managers who lead operational teams.
• Experience supporting SaaS, technology, AI, or high-growth businesses.
• Proven success building high-performing operational teams and leadership capability.
• Experience improving manager effectiveness through coaching and leadership development.
• Experience leading workforce planning, capacity planning, and readiness initiatives.
• Experience driving operational transformation and standardized practices.

Responsibilities

• Lead, coach, challenge, and develop a team of Client Experience Managers.
• Establish leadership behavior expectations, operational rigor, accountability, and client stewardship.
• Conduct performance evaluations, talent reviews, and development conversations.
• Strengthen leadership effectiveness across the CXM population through feedback and coaching.
• Build leadership succession pipelines and organizational readiness.
• Foster ownership, continuous improvement, and operational excellence across accounts.
• Serve as trusted advisor to CXMs navigating operational complexity and escalations.
• Drive consistency in account management practices, governance, and performance reviews.
• Lead portfolio health reviews; identify trends, risks, opportunities, gaps.
• Create mechanisms for predictability, scalability, and performance.
• Own workforce planning across the Business Unit; lead capacity planning and staffing strategies.
• Partner with Talent Acquisition to align hiring with business needs.
• Establish portfolio-wide standards for performance management and accountability.
• Drive data-driven insights to improve decision-making and outcomes.
• Identify opportunities for automation, process optimization, and AI-enabled improvements.

Skills

Leadership development

Stakeholder management

Operational governance

Data-driven decision making

Workforce planning

SaaS/ technology operations

AI-enabled service delivery

Job description

Boldr is seeking an exceptional operational leader to serve as the connective layer between Business Unit strategy and account execution. The Senior Manager, Client Experience Excellence elevates CXM effectiveness, strengthens operational excellence, and enables teams to consistently deliver outstanding client outcomes.

The role requires coaching senior leaders, reviewing workforce models, navigating complex operational challenges, influencing executives, and driving organizational improvement