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The Automation and Insights Platform for Healthcare Efficiency
Director of CX Operations
Location
United States
Posted
84 days ago
Salary
$210K - $286K / year
Seniority
Lead
Job Description
Director of CX Operations
Smarter Technologies
• Define and own the end-to-end CX delivery operating model across all phases: Account Mobilization/Kick-off, Design, Build, Test, Go-live/Hypercare, and Support, working closely with CX Leads and team members. • Establish and maintain CX standards, delivery methodologies, readiness criteria, and quality phase gates. • Govern adherence to the operating model while enabling flexibility for client-specific complexity. • Act as the owner of “how delivery works” across Product & Solutions delivery motions. • Design, manage, and optimize core CX operational workflows including onboarding, delivery execution, handoffs, escalations, and steady-state operations. • Ensure operational consistency across delivery pods, teams, and client segments. • Partner with Delivery Executives and Technical leadership to proactively identify delivery friction, systemic risks, and root causes impacting time-to-value. • Drive continuous improvement across CX workflows using structured problem-solving and data-backed analysis. • Own Automation & Operational technology deployments to identify and deploy automation opportunities that improve efficiency, quality, and scalability. • Champion an automation-first, systems-oriented mindset that reduces cost-to-deliver while increasing delivery confidence. • Define CX operational KPIs and success metrics aligned to business outcomes, client value, and delivery predictability. • Own delivery health reporting, dashboards, and executive-level insights. • Ensure CX Ops moves the organization from anecdotal delivery feedback to consistent, data-driven decision-making. • Surface early warning signals, trends, and systemic issues with clear recommendations for action. • Own the CX risk management and escalation framework, including triggers, severity definitions, and mitigation playbooks. • Serve as a senior escalation point for complex, cross-functional delivery challenges. • Lead root cause analysis and ensure learnings result in durable fixes to the operating model, not one-off solutions. • Act as the connective tissue between CX, Product, Engineering, Support, Finance, and Corporate Operations. • Ensure clean ownership, expectations, and handoffs across teams throughout the client lifecycle. • Align CX Ops priorities with enterprise initiatives, platform evolution, and organizational change. • Build, lead, and develop the CX Operations team, including enablement, insights, governance, and operational excellence roles. • Establish a strong CX Ops operating rhythm that reinforces accountability, learning, and continuous improvement. • Serve as a trusted partner to executive leadership on delivery health, scale readiness, and operational risk.
Job Requirements
- 10+ years of experience in CX Operations, Delivery Operations, Implementation Operations, or Transformation roles supporting complex enterprise technology or services organizations.
- Proven experience building and scaling operating models that support predictable delivery across multiple products or delivery motions.
- Strong systems-thinking and analytical capabilities, with the ability to translate strategy into executable processes, using the latest technologies, including AI and automation tools.
- Demonstrated success driving process improvement, automation, and operational discipline at scale.
- Experience operating in highly matrixed environments with senior stakeholders across delivery, product, and engineering.
- Exceptional written and verbal communication skills, with comfort in presenting operational insights to executive audiences.
- Experience in healthcare technology, Revenue Cycle Management (RCM), or regulated operational environments. (Preferred)
- Familiarity with AI-driven automation, HITL delivery models, or workforce-enabled technology solutions. (Preferred)
- Experience standing up or leading a CX Ops, Delivery Ops, or Program Management Center of Excellence. (Preferred)
- Background in metrics-driven delivery models, continuous improvement frameworks, or scale transformations. (Preferred)
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