• Define and own the end-to-end CX delivery operating model across all phases: Account Mobilization/Kick-off, Design, Build, Test, Go-live/Hypercare, and Support, working closely with CX Leads and team members. • Establish and maintain CX standards, delivery methodologies, readiness criteria, and quality phase gates. • Govern adherence to the operating model while enabling flexibility for client-specific complexity. • Act as the owner of “how delivery works” across Product & Solutions delivery motions. • Design, manage, and optimize core CX operational workflows including onboarding, delivery execution, handoffs, escalations, and steady-state operations. • Ensure operational consistency across delivery pods, teams, and client segments. • Partner with Delivery Executives and Technical leadership to proactively identify delivery friction, systemic risks, and root causes impacting time-to-value. • Drive continuous improvement across CX workflows using structured problem-solving and data-backed analysis. • Own Automation & Operational technology deployments to identify and deploy automation opportunities that improve efficiency, quality, and scalability. • Champion an automation-first, systems-oriented mindset that reduces cost-to-deliver while increasing delivery confidence. • Define CX operational KPIs and success metrics aligned to business outcomes, client value, and delivery predictability. • Own delivery health reporting, dashboards, and executive-level insights. • Ensure CX Ops moves the organization from anecdotal delivery feedback to consistent, data-driven decision-making. • Surface early warning signals, trends, and systemic issues with clear recommendations for action. • Own the CX risk management and escalation framework, including triggers, severity definitions, and mitigation playbooks. • Serve as a senior escalation point for complex, cross-functional delivery challenges. • Lead root cause analysis and ensure learnings result in durable fixes to the operating model, not one-off solutions. • Act as the connective tissue between CX, Product, Engineering, Support, Finance, and Corporate Operations. • Ensure clean ownership, expectations, and handoffs across teams throughout the client lifecycle. • Align CX Ops priorities with enterprise initiatives, platform evolution, and organizational change. • Build, lead, and develop the CX Operations team, including enablement, insights, governance, and operational excellence roles. • Establish a strong CX Ops operating rhythm that reinforces accountability, learning, and continuous improvement. • Serve as a trusted partner to executive leadership on delivery health, scale readiness, and operational risk.