Director, CX Practice & Support Operations

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating

access to dignified, meaningful work in communities worldwide.

impact.

5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

WHAT IS YOUR ROLE

As the Director, CX Practice & Support Ops, you will play a pivotal role in transforming Boldr’s Client

Experience (CX) division into an outcome-focused, AI-enabled organization. You will guide how we deliver

exceptional client outcomes by embedding best practices across our specialized services, incorporating AI

& other technology, and drive continuous improvement and compliance in our Service Delivery operations.

You will elevate our Strategic Business Units (SBUs) to be outcome-oriented, ensure the consistency and

effectiveness of our SOPs, QA, and training, to drive operational excellence and scalability across the

Customer Support SBU, and Technical and Data Services SBU. You will own end-to-end Customer journey

mapping, and embed the voice of the Customer and Client into our SOPs. Your leadership will be the

flywheel that enables our frontline service delivery teams to move faster, smarter, and with greater impact

for our clients.

WHAT WILL YOU DO

Lead the creation, maintenance, and governance of SOPs ensuring process consistency and clarity

across Boldr’s specialized service lines. Oversee QA frameworks and insights to drive continuous

improvement.

Build each SOP to incorporate defined CX outcomes and metrics (such as CSAT and NPS),

ensuring governance is connected to both process improvement, SLAs, as well as Customer &

Client outcomes.

Assess and actively report out on training consistency across delivery team members. Design and

implement scalable training and development initiatives, as well as “customer empathy workshops”

to equip teams with the skills needed to have a CX mindset, Client & Customer orientation, and be

prepared for AI-enabled delivery. Elevate CX leaders and delivery teams into outcome-focused

leaders aligned with Boldr’s mission.

Partner with both the Snr Director of CX Strategy & Solutions, and the Lead Solutions Architect, to

define, implement, and monitor AI standards across delivery processes. Drive initiatives that

improve efficiency and client outcomes through AI, process enhancements, and CX innovations.

Design and track key operational metrics to measure the ROI of process improvements and

training initiatives. Ensure data-driven decisions are made to enhance client and team outcomes.

Help our leaders share deep insights and recommendations, using data to share stories that

resonate with Client outcomes and success.

Work closely with the Directors of the CX SBUs to align practice standards with day-to-day

operations. Serve as a coach and partner to CX leaders and delivery teams to align execution with

client outcomes.

WHAT WE’LL LIKE ABOUT YOU

YOU WILL…

evidenced by your progressive roles and focus on CX strategy and operations.

plans and deliver tangible outcomes.

or CX-led environment.

YOU HAVE…

record of developing and implementing successful CX strategies.

the ability to build rapport and influence decision-making.

client value.

functions.

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