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Contract TypeContract TypeFull-time
Workplace typeWorkplace typeOn-site
LocationLocationRiyadh

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.

Requirements

  • Requires +10 Years experience

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