CX Portfolio Director📣 Job Ad

About the Role

2P Perfect Presentation, a prominent entity in Saudi Arabia's ICT sector since 2004, is seeking a CX Portfolio Director to join its team in Riyadh. This role is central to the planning, execution, and delivery of customer experience solutions driven by BPO and technology. The position requires a deep understanding of customer experience management and software development integration to ensure effective collaboration between CX operations, technology platforms, and digital transformation initiatives. The successful candidate will play a key role in accelerating digital transformation and enhancing operational efficiency for clients, aligning with 2P's strategic objectives and client expectations.

Key Responsibilities

• Oversee the comprehensive planning, execution, and successful delivery of customer experience projects across the assigned portfolio.
• Monitor overall portfolio performance through regular updates, insightful dashboards, and key performance metrics.
• Proactively identify emerging trends, potential risks, and opportunities for enhancement within CX projects.
• Develop and implement robust mitigation plans to address portfolio-level risks effectively.
• Ensure all projects strictly comply with organizational governance, audit requirements, and compliance standards.
• Drive the achievement of strategic project goals and overall portfolio objectives.
• Design and implement customer journey mapping initiatives to optimize the end-to-end customer experience.
• Serve as the primary point of contact for clients, ensuring a clear understanding and effective addressing of their requirements.
• Manage and resolve escalations related to BPO and call center operations efficiently.
• Engage regularly with clients to solicit feedback and ensure services continuously align with evolving business needs.
• Lead initiatives aimed at improving customer satisfaction, service quality, and client retention rates.
• Support the seamless integration of software development solutions within CX operations and service delivery models.
• Collaborate closely with technical and development teams to align CX requirements with technology implementation plans.
• Ensure that technology-driven CX solutions are scalable, practical, and precisely aligned with client expectations.
• Provide critical input on system enhancements, workflow automation, and digital tools that elevate customer experience and operational efficiency.
• Act as a key liaison between business, operations, and technical teams to ensure the successful delivery of CX technology initiatives.
• Provide strategic guidance to workforce management teams to ensure optimal resource allocation supports service delivery goals.
• Oversee the hiring, onboarding, and resource planning for call center operations and technology-driven CX solutions.
• Monitor resource utilization across all projects and adjust allocation as necessary to meet demands.
• Ensure workforce plans are strategically aligned with operational demand, SLA requirements, and project priorities.
• Establish and meticulously monitor CX performance metrics in alignment with COPC and industry best practices.
• Lead process optimization initiatives to enhance efficiency and reduce operational bottlenecks.
• Analyze operational data to identify recurring challenges in call center operations and technology implementations.
• Build and maintain strong relationships with technology partners and service providers to foster CX innovation.
• Ensure strict adherence to SLAs, timely issue resolution, and continuous improvement of operational performance.
• Prepare and present essential inputs for departmental and project budgets, including detailed resource requirements.
• Manage and control financial performance by diligently monitoring actual costs against approved budgets.
• Develop annual, quarterly, and monthly budgets, demand plans, and related financial reports.
• Track actual spending against budget and ensure strict adherence to approved forecasts.
• Coach, mentor, and guide team members to foster their professional growth and enhance performance.
• Conduct periodic performance reviews and provide constructive developmental feedback.
• Promote a culture of accountability, collaboration, and service excellence across the team.
• Support the preparation of timely and accurate departmental reports and statements.
• Ensure all reports meet 2P's internal requirements, policies, and standards.
• Maintain high accuracy, quality, and timeliness in all reporting activities.
• Lead, manage, and execute special projects or tasks assigned by management based on evolving business needs.
• Ensure assigned initiatives are completed within agreed timelines and meet expected quality standards.

Qualifications and Requirements

• Bachelor's degree in Computer Science Engineering, Allied Sciences, Information Technology, Telecommunications Engineering, Business Administration, or a closely related field.
• A Master's degree in Customer Experience Management, Business Administration, Computer Science, or an equivalent qualification is highly preferred.
• PMP certification is a mandatory requirement.
• Additional certifications in CX management, project/program management, COPC, ITIL, or related fields are advantageous.
• A minimum of 10 years of progressive experience in customer experience management, service delivery, technology-driven operations, or related fields.
• At least 3 years of experience in a dedicated leadership role.
• Proven track record of successfully managing BPO operations.
• Demonstrated experience in implementing technology-driven CX solutions.
• A strong background in software development integration is essential for this role.
• Extensive experience in SLA-based service delivery and call center operations.

Required Skills

• Expertise in BPO operations and technology-driven CX solutions.
• Proficiency in software development integration and technology implementation lifecycles.
• Deep understanding of CX project management tools, methodologies, and governance practices.
• Ability to analyze operational data and implement effective process improvements.
• Strong grasp of compliance, audit requirements, and quality standards.
• Excellent stakeholder and client relationship management capabilities.
• Strong financial acumen, including budgeting, forecasting, and cost control.
• Proven ability to manage multiple projects, competing priorities, and cross-functional teams simultaneously.
• Skill in translating business and CX requirements into practical technology solutions.
• Customer Experience Management
• Service Delivery
• Technology-driven Operations
• BPO Operations
• Technology-driven CX Solutions
• Software Development Integration
• SLA-based Service Delivery
• Call Center Operations
• CX Project Management
• Stakeholder Management
• Client Relationship Management
• Budgeting
• Forecasting
• Cost Control
• Leadership
• Team Management
• Process Optimization
• Digital Transformation
• Workforce Optimization
• Performance Management
• COPC Standards
• ITIL

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia. The role involves managing a portfolio of call center and CX projects, requiring close collaboration with various internal teams and external clients.