Director, CX Operations...

At Broadvoice | GoContact, we believe that exceptional customer experience is the cornerstone of business success. Our AI-powered contact center and communications solutions are designed to help mid‑market businesses simplify service, enhance satisfaction, and swiftly resolve issues.

Our holistic approach to CX sets us apart in the market. We don't just provide software. We offer a proven CX framework backed by hands‑on support. And our platform was built to be easy to deploy, intuitive to use, and scalable without chaos.

Every role in our company contributes to our mission of providing and creating exceptional experiences. Whether you're in product, sales, support, marketing, or operations, your work directly impacts our customers and, by extension, their customers. Collaboration, innovation, and a shared commitment to excellence define our culture.

Position Summary

As Director of CX Operations, you will spearhead the modernization of our contact center and customer experience operations. Reporting to the Chief Operating Officer, you will drive strategic initiatives to enhance efficiency, scale our AI‑driven automation, and optimize processes across customer care and technical support teams spanning multiple continents. You will build and mentor a high‑performing operations organization, establish world‑class KPIs to ensure seamless CX delivery that powers Broadvoice's growth and excellence.

The Director of CX Operations will lead and motivate our operations and contact center teams through a maturation of business processes in a high‑growth environment. He / She will be expected to execute on providing a world‑class level of service to our customers to achieve the company's Customer Service Vision, through effective communication, change management, mentoring, performance management, recognition, and coaching.

Key Responsibilities

Strategic Leadership & Transformation

• Define and execute a multi‑year CX Operations roadmap aligned to business objectives, emphasizing AI‑driven automation, omnichannel engagement, and continuous improvement.
• Lead organizational change management to modernize contact center processes and technology adoption.
• Partner with Business Systems, Engineering and Product teams to integrate emerging AI technologies (real‑time agent guidance, predictive routing, speech analytics, and self‑service bots) into core operations.
• Oversee the CX tech stack, ensuring seamless system integration, data governance, and tool efficacy.

Operational Excellence & Analytics

Team Development & Culture

Process Optimization & Governance

Stakeholder Engagement & Reporting

Qualifications

Required

Preferred

Why Broadvoice

Grow Your Career

Whether you're interested in advancing technical skills, developing leadership acumen, or exploring new areas, we support your career journey with clear growth paths, access to learning resources, and mentorship.

We know life happens outside of work. Our remote‑first approach and focus on work‑life harmony let you thrive in all areas of your life.

Community & Culture

Be part of a team that values diversity, inclusion, and a sense of belonging—where your contributions make a real difference.

Make an Impact

With us, your ideas are heard, and your work is meaningful. As a member of our team, you'll play a central role in building a more reliable and process‑oriented infrastructure for Broadvoice's future.

Are you ready to join a passionate and talented team to build the future of Broadvoice?

If you're a strategic thinker, a collaborative, and have a talent for driving impactful results, we'd love to meet you. Apply now to become part of a forward‑thinking company that's growing and empowering its people across all roles and departments.

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