Quest Software is seeking an experienced and strategic Senior Director of CX Centralized Operations to lead a newly formed, cross-functional organization responsible for driving operational excellence across all Customer Experience (CX) functions. This role oversees three critical pillars CX Readiness, Data Governance & Automation, and Programs, Tools & Technology and is accountable for building the systems, processes, and capabilities that enable consistent, scalable, and data-driven customer outcomes across the enterprise.
Reporting to the CCO, Quest, the Sr. Director will serve as the operational backbone of the CX organization, ensuring new hires ramp quickly, teams operate from trusted data, AI and automation are deployed responsibly, and the technology ecosystem is consolidated, well-governed, and aligned to strategic priorities.
Design and manage onboarding curriculum for new CX team members to accelerate time-to-productivity
Develop and deliver ongoing enablement programs for product updates, process changes, and new tool rollouts
Lead knowledge base curation, identify content gaps, and drive continuous improvement of self-service resources
Build and maintain change management playbooks to support organizational transitions and new initiatives
Establish certification paths and skill assessment frameworks to ensure consistent competency across CX teams
Drive measurable reductions in escalation rates through improved agent preparedness and readiness programming
Standardize dashboards and KPI reporting across all CX organizations to enable data-driven decision making
Build and manage an AI use case pipeline with an appropriate governance framework for responsible deployment
Define and enforce data quality standards, validation processes, and cross-org metric definitions
Develop automation playbooks for repetitive workflows to reduce manual effort and improve time to insight
Create and maintain a cross-organizational data dictionary ensuring consistent, trusted metrics enterprise-wide
Ensure scalable AI deployment with appropriate risk controls and stakeholder alignment
Own and execute a unified CX technology stack roadmap, including vendor management and consolidation strategy
Manage a coordinated release calendar with deployment schedules that ensure zero-disruption release cycles
Establish application administration SLAs and escalation frameworks across the CX tool ecosystem
Lead cross-functional program governance, status reporting, and executive communication on CX program health
Drive vendor consolidation and license optimization to reduce tool sprawl and lower total cost of ownership
Serve as the single source of truth for CX program health, ensuring improved cross-org alignment on priorities
Bachelor’s degree in Business, Information Systems, Operations Management, or a related field
8+ years of progressive experience in CX operations, support operations, or a related operational leadership role within a technology or SaaS company
5+ years of people management experience, including leading managers and cross-functional teams
Demonstrated experience building and scaling enablement, data governance, or technology operations programs
Strong track record of driving operational efficiency through process improvement, automation, and data-driven decision making
Proven ability to define KPIs, build dashboards, and translate data into actionable insights for senior leadership
Master’s degree or MBA
Experience with AI/ML governance frameworks and deploying AI-driven automation in a CX or support environment
Familiarity with CX platforms such as Salesforce Service Cloud, Zendesk, or similar enterprise support tools
Background in change management methodologies (e.g., Prosci, ADKAR) and experience in a global organization
ITIL, PMP, or Six Sigma certification
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One Identity is a cybersecurity company specializing in identity and access management (IAM) solutions, including privileged access management, identity governance, and Active Directory management. A subsidiary of Quest Software, it serves enterprises seeking to secure user identities and manage access across hybrid IT environments.
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