Senior Director, Agent Success

Job not on LinkedIn

🔥 10 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👔 Director

👻 Ghost score 10%

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Liveops, Inc.

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

B2B • Artificial Intelligence • Enterprise

Liveops is a provider of flexible, distributed contact center and customer support solutions that combines human agents with AI-powered technology. The company offers onshore, nearshore, and offshore talent and services including customer service, technical support, sales/lead generation, back-office support, and learning and development. Liveops emphasizes AI-enabled tools (LiveNexus Agent Assist), precision scheduling, security and compliance for regulated industries, and industry-focused programs for healthcare, insurance, retail, financial services, travel, energy, communications, and government. It positions itself as a B2B partner delivering scalable, enterprise-grade outsourcing and technology to improve customer experience and operational efficiency.

📋 Description

• Develop and execute an integrated strategy for the agent lifecycle, connecting recruiting, onboarding, certification, and ongoing engagement • Identify and address friction points affecting agent readiness, participation, and success • Establish feedback channels to understand agent needs and drive improvements • Lead agent talent acquisition strategy aligned with client program needs • Align recruiting activities with certification capacity, program requirements, and anticipated demand • Oversee development and continuous improvement of learning programs • Ensure learning content supports client requirements, agent readiness, and service quality expectations • Lead learning facilitation for client programs and promote consistent delivery • Establish methods to evaluate learning effectiveness and certification outcomes • Lead and develop teams across Agent Experience, Talent Acquisition, Learning & Development, and Learning Facilitation • Establish shared goals, accountability, and effective cross-functional handoffs • Partner with client leadership and internal stakeholders to align initiatives with business priorities • Use data and feedback to measure results and guide continuous improvement • Evaluate tools, technology, and processes that strengthen the agent journey

🎯 Requirements

• Progressive leadership experience in agent experience, talent acquisition, learning and development, customer experience, or related functions • Experience leading multiple teams or interconnected functions through shared goals and operational change • Demonstrated ability to improve engagement, conversion, learning outcomes, or participant success • Strong understanding of recruiting, onboarding, certification, and ongoing support processes • Ability to translate business and client needs into practical strategies and measurable outcomes • Strong communication, collaboration, and stakeholder management skills • Experience supporting distributed workforces, contact center operations, or independent contractor networks preferred • Bachelor’s degree in a related field or equivalent relevant experience

🏖️ Benefits

• Remote work in the United States • Flexible workforce model • Ongoing learning and development opportunities

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