Director, Experience Optimization & Adoption

Summary

Directs enterprise experience optimization and adoption for customer experience (CX) performance platforms to ensure technology investments translate into sustained operational value. Leads the business-side strategy for adoption, governance, optimization, and value realization across platforms including Verint WFM, QM, AQM, Speech and Text Analytics, Performance Management, Operations Manager, telephony platforms, and future CX enablement tools. Partners cross-functionally to align platform configuration, adoption practices, leader routines, and analytics to drive improved performance, visibility, compliance, productivity, and cost outcomes. 

Your role in our mission

• Develops and oversees the enterprise experience optimization and adoption operating model aligned with the Performance Enablement Organization (PEO) strategy and business objectives. Defines governance routines, adoption gates, intake and prioritization processes, decision rights, escalation paths, and sustainment expectations across CX performance platforms. 
• Leads the business-side adoption and optimization lifecycle for Verint, telephony, and related CX platforms, ensuring business requirements, workflows, leader routines, training, change reinforcement, and readiness criteria are in place prior to go-live or relaunch. 
• Partners closely with PEO functional leaders (WFM, Quality, Training & Knowledge Management, Reporting & Insights and Vendor Management), CX leadership and technology teams to ensure standards are defined before configuration decisions and to prevent deploy-and-hand-off implementation patterns. 
• Establishes adoption gates and success measures for each platform and module, including usage, leader behaviors, process compliance, and business outcomes, and ensures relaunches address accumulated adoption debt such as shadow processes and inconsistent usage. 
• Builds trusted relationships with business, operations, and frontline leaders by translating platform capabilities into clear operational value tied to service levels, quality, productivity, coaching effectiveness, utilization, compliance, and cost performance. 
• Creates and enforces standards for tool usage, workflow design, configuration intent, release readiness, hypercare, and ongoing optimization while defining controlled exception models where business needs require flexibility. 
• Owns the optimization backlog in partnership with PEO functional leaders, CX leadership and technology teams, identifying drift, configuration misalignment, process gaps, and opportunities to improve adoption and performance. 
• Partners with Organizational Change Management, Training & Knowledge Management teams to equip CX leaders with practical enablement, reinforcement routines, job aids, and accountability expectations critical to sustaining adoption. 
• Defines and tracks adoption analytics and value realization metrics beyond training completion, partnering with Reporting & Insights teams to deliver dashboards and executive-ready updates that connect adoption progress to measurable performance outcomes. 
• Builds, leads, and develops a high-performing Experience Optimization & Adoption team, establishing role clarity, competencies, onboarding plans, operating rhythms, and a culture focused on accountability, collaboration, resilience, and measurable results. 

What we're looking for

• 12 or more years of experience leading large-scale CX, performance enablement, platform adoption, digital transformation, or operational optimization initiatives, with at least 5 years in a senior leadership role. 
• Demonstrated success leading enterprise adoption and optimization of complex platforms (e.g., workforce management, quality management, performance management, analytics, or telephony) in large, multi-account or multi-site environments. 
• Proven ability to create governance through influence in highly matrixed organizations, aligning business, operations, and technology stakeholders around shared standards and outcomes. 
• Strong analytical and problem-solving skills with the ability to translate usage and performance data into actionable insights and optimization priorities. 
• Exceptional communication and stakeholder management skills, with experience influencing senior executives, operational leaders, and frontline management. 
• Demonstrated ability to build, lead, and scale high-performing teams, including coaching, development, and succession planning. 
• Hands-on experience with Verint platforms and contact center or CX technology ecosystems strongly preferred. 
• Experience in healthcare, insurance, public sector, or other highly regulated, high-complexity service environments preferred. 

What you should expect in this role

Remote role based on business need. Periodic travel may be required for leadership meetings, cross-functional workshops, platform launches, or optimization initiatives. 

This posting is intended for pipelining. We will accept applications on an ongoing basis.