CX Transformation, Program Delivery Lead – VP

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $200k - $250k / year

⏰ Full Time

🟠 Senior

👔 Vice President

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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EXL

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

🛡️ Insurance

📦 Logistics

💰 $2M Venture Round on 2015-01

Healthcare • Insurance • Logistics

EXL is a business consulting and services firm that focuses on leveraging data to enhance business operations and decision-making. With a strong emphasis on collaboration and adaptability, EXL partners with organizations to address their unique needs and culture while integrating data science and technology solutions. The company's areas of expertise include operations management, decision analytics, digital transformation, and various industries such as healthcare, finance, and insurance. EXL's mission is to help clients drive business evolution and maintain competitive advantage through tailored solutions and effective use of data.

📋 Description

• Serve as the primary delivery leader and strategic partner to the client’s CX, digital, and technology leadership teams • Build trusted advisor relationships at executive and operational levels • Lead business and technical discussions to shape roadmap, solution direction, and delivery approach • Align partner, customer, and ecosystem vendors around a unified delivery model • Lead execution of a multi-workstream, multi-vendor CX transformation program • Own program governance, including steering committee leadership, RAID management, milestones, resource planning, and commercial oversight • Maintain PMO disciplines including dependency mapping, financial tracking, change control, and delivery-standard compliance • Own full program P&L, revenue forecasting, cost management, and gross margin optimization • Partner with sales, finance, and practice leaders on engagement commercial health • Lead contract change management, SoW governance, and margin protection strategies • Oversee architecture, build, and deployment of advanced CX solutions • Ensure integrations across AI, CCaaS, middleware, and Salesforce Service Cloud • Drive technical assurance, best-practice architecture, and production-ready deployments • Lead multidisciplinary Professional Services teams across architecture, engineering, QA, PMO, and operations • Collaborate with internal practices, subcontractors, and customer teams • Mentor delivery teams and uphold accountability, innovation, and delivery excellence • Ensure scalability, robustness, and adoption within the customer environment • Track KPIs, SLAs, financials, and operational performance • Drive continuous improvement, risk mitigation, and customer success outcomes

🎯 Requirements

• 15+ years in Professional Services or delivery leadership within CX, SaaS, consulting, or cloud partner ecosystems • Hands-on experience with Conversation AI platforms including Sierra, Dialogflow, Nuance, Cognigy, LivePerson, or equivalent • Experience with CCaaS solutions such as Genesys Cloud, NICE CXone, Amazon Connect, Five9, and Cisco Webex CC • Practical exposure to Salesforce CRM integrations, including Service Cloud, CTI adapters, and APIs • Experience managing P&L, gross margin, commercial governance, and contractual constructs • Demonstrated success delivering large transformation programs in a partner, SI, or vendor environment • Strong understanding of contact center operations, workflows, routing logic, and customer journey design • Technical depth across cloud architectures, AI workflows, and integration patterns • Preferred: certifications in major CCaaS or AI platforms • Preferred: Salesforce certifications such as Admin or Service Cloud Consultant • Preferred: experience in top-tier partner ecosystems • Preferred: background in agile and hybrid delivery methodologies

🏖️ Benefits

• Benefits information provided at https://www.exlservice.com/us-careers-and-benefits • Compensation may exceed the posted range for positions based in higher-cost zones such as California, New York, and New Jersey