CX Transformation, Program Delivery Lead - VP

For our client, we are seeking a CX Transformation, Program Delivery Lead - VP to join the team of a leader in the Business Services space.

This role will lead a large-scale customer experience transformation program, with responsibility for end-to-end delivery across complex client environments. The leader in this role will serve as a trusted advisor to senior stakeholders, align business and technical teams, and drive governance, execution, and measurable program outcomes. This position also oversees financial performance, vendor coordination, and the delivery of integrated CX solutions within a fast-moving professional services context.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $200,000 – $250,000 annually

Responsibilities

• Lead end-to-end delivery of a large-scale Customer Experience (CX) transformation program
• Develop trusted advisor relationships with client leadership teams
• Facilitate business and technical discussions to shape delivery approaches
• Manage multi-vendor delivery and program governance activities
• Oversee full program P&L, including revenue forecasting and cost management
• Ensure high-quality integration and architectural oversight of CX solutions
• Drive operational excellence, tracking KPIs and facilitating continuous improvement

Qualifications

• 15+ years of experience in professional services or delivery leadership within CX, SaaS, consulting, or cloud partner ecosystems
• Hands-on experience with conversation AI platforms such as Sierra, Dialogflow, Nuance, and similar tools
• Expertise in CCaaS solutions such as Genesys Cloud, NICE CXone, and Amazon Connect
• Practical knowledge of Salesforce CRM integrations, including Service Cloud and APIs
• Proven track record in managing P&L, gross margin, and commercial governance

Benefits

• Collaborative work environment with a focus on innovation
• Opportunities for mentorship and team leadership development
• Exposure to cutting-edge technology in CX and AI solutions
• Engagement with top-tier partner ecosystems in the industry
• Access to continuous learning and professional development programs

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.