Aptia Group
• $120K — $180K *Qualifications
Responsibilities
Benefits
What You'll Do
Enterprise Customer Experience Strategy
Develop and execute the long-term vision, strategy, and operating model for customer experience and contact center operations across Aptia Services.
Establish a culture of customer obsession, continuous improvement, accountability, and operational excellence.
Drive innovation through process optimization, technology enablement, automation, self-service capabilities, and digital transformation initiatives.
Partner with executive leadership toidentifyopportunities that improve customer satisfaction, operational efficiency, and business performance.
Operational Leadership & Service Delivery
Provide executive oversight of all customer contact center operations, ensuring consistent delivery of high-quality service across multiple business lines.
Establish and oversee enterprise service standards, performance expectations, and operational governance frameworks.
Ensure achievement of customer-facing service level agreements (SLAs), key performance indicators (KPIs), quality measures, and satisfaction goals.
Lead operational planning and capacity management strategies in partnership with Workforce Management and business leaders.
Provide executive oversight of Workforce Management functions, including forecasting, staffing, scheduling, real-time operations, capacity planning, and workforce optimization strategies to ensure service level achievement and operational efficiency.
Direct escalation management processes and provide executive oversight for high-impact client and customer issues.
Monitor business performance, identify emerging risks, and implement solutions that drive operational stability and service excellence.
Ensure organizational readiness for peak service periods, business continuity events, and evolving client requirements.
Client & Executive Partnership
Build andmaintainstrategic relationships with key clients, serving as an executive point of contact for operational performance and customer experience initiatives.
Lead executive business reviews and present operational results, trends, risk assessments, and strategic recommendations to clients and senior leadership.
Partner with Sales, Client Services, and Operations teams to support business development, client retention, and expansion opportunities.
Proactivelyidentifyopportunities to strengthen client satisfaction and enhance long-term partnerships.
Represent customer operations in executive leadership forums and strategic planning discussions.
People Leadership & Organizational Development
Lead, develop, and inspire a multi-level leadership organization, including directors, senior managers, managers, and customer service teams.
Build a high-performance culture focused on accountability, engagement, inclusion, career development, and customer-centric behaviors.
Establish succession planning strategies and leadership development programs to build organizational capability.
Drive talent acquisition, retention, workforce planning, and organizational design initiatives.
Foster an inclusive environment that attracts, develops, andretainsdiverse talent.
Financial & Business Management
Own and manage the operating budget for customer experience operations, ensuring cost-effective service delivery whilemaintainingexceptional quality standards.
Monitor productivity, financial performance, resource allocation, and operational efficiency metrics.
Identifyopportunities for cost optimization, process improvement, and scalable growth.
Ensure effective governance and accountability for operational expenditures and performance outcomes.
Risk Management, Compliance & Governance
Ensure adherence to regulatory requirements, client obligations, internal policies, and industry best practices.
Develop andmaintaincontingency plans that support business resilience and uninterrupted service delivery.
Evaluate operational risks and implement mitigation strategies that protect service performance and client satisfaction.
Analytics & Continuous Improvement
Leverage operational analytics, workforce insights, customer feedback, and performance data to drive strategic decisions.
Establish executive reporting and dashboard frameworks that provide transparency into organizational performance.
Lead continuous improvement initiativesutilizingbest practices, customer insights, and operational benchmarks.
Promote a culture of innovation, learning, and knowledge sharing across the organization.
Drive measurable improvements in customer satisfaction, employee engagement, productivity, and service quality.
Experience & Leadership
Bachelor's degree required; Master's degree in Business Administration, Operations, Organizational Leadership, or a related field preferred.
10+ years of progressive leadership experience in customer experience, contact center operations, service delivery, or related operational environments.
Experience with Benefits Administration, Payroll, HCM systems, Spending Accounts, and healthcare-related service delivery preferred
Demonstrated success developing and executing enterprise customer experience strategies.
Competencies
Strategic thinker with the ability to translate business objectives into operational execution.
Strong executive presence with the ability to influence senior leaders, clients, and stakeholders at all organizational levels.
Demonstrated ability to lead through complexity, ambiguity, and transformation.
Strong business acumen with expertise in balancing customer outcomes, employee engagement, and financial performance.
Proven ability to build, mentor, and develop high-performing leadership teams.
Deep understanding of customer service excellence, performance management, quality assurance, workforce optimization, and operational analytics.
How to apply
If you are interested in this role, then we’d love to hear from you. Please go ahead and click apply and submit your resume with appropriate contact information.
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