Contact Center Strategy Leader

A company is looking for a Head of Contact Center Strategy and Transformation.

Key Responsibilities

Define the vision and governance framework for the Contact Center Center of Excellence (COE)

Provide strategic oversight for contact center technology and data, ensuring alignment with future needs

Act as a change leader to engage stakeholders and foster a culture of continuous learning and excellence

Required Qualifications

Bachelor's in Business, Operations, or related field; MBA or advanced degree preferred

Strong executive presence with the ability to influence senior stakeholders

Financial and analytical acumen for building and owning ROI / business cases

Expertise in customer experience and continuous improvement methodologies

Lean Six Sigma or equivalent process optimization experience preferred