About 2P

Since 2004, 2P has been a leader in Saudi Arabia's ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are always looking to connect with talented professionals who are passionate about making an impact and growing within a dynamic, forward-looking environment.

Job Purpose

The Customer Experience (CX) Director is responsible for overseeing the planning, execution, and delivery of BPO and technology-driven customer experience solutions. The role ensures alignment with 2P's strategic objectives and client expectations while managing a portfolio of call center and CX projects, enhancing customer satisfaction, driving innovation, and ensuring compliance with SLAs, quality standards, and governance frameworks.

This role also requires a strong understanding of software development integration to ensure effective alignment between CX operations, technology platforms, and digital transformation initiatives.

Key Responsibilities

Portfolio Oversight

Oversee the planning, execution, and delivery of customer experience projects across the assigned portfolio.
Monitor portfolio performance through regular updates, dashboards, and performance metrics.
Identify trends, risks, and opportunities for improvement across CX projects.
Ensure mitigation plans are in place for portfolio-level risks.
Ensure all projects comply with organizational governance, audit, and compliance standards.
Drive achievement of strategic projects and portfolio objectives.

Customer Experience Management

Design and implement customer journey mapping initiatives to improve end-to-end customer experience.
Act as the primary point of contact for clients, ensuring their requirements are clearly understood and addressed.
Manage and resolve escalations related to BPO and call center operations.
Engage regularly with clients to gather feedback and align services with evolving business needs.
Drive initiatives that improve customer satisfaction, service quality, and client retention.

Technology & Software Development Integration

Support the integration of software development solutions within CX operations and service delivery models.
Collaborate with technical and development teams to align CX requirements with technology implementation plans.
Ensure technology-driven CX solutions are scalable, practical, and aligned with client expectations.
Provide input on system enhancements, workflow automation, and digital tools that improve customer experience and operational efficiency.
Bridge the gap between business, operations, and technical teams to ensure successful delivery of CX technology initiatives.

Workforce Optimization

Provide strategic guidance to workforce management teams to ensure resource allocation supports service delivery goals.
Oversee hiring, onboarding, and resource planning for call center operations and technology-driven CX solutions.
Monitor resource utilization across projects and adjust allocation as needed.
Ensure workforce plans are aligned with operational demand, SLA requirements, and project priorities.

CX Operations & Performance Management

Establish and monitor CX performance metrics in alignment with COPC and industry standards.
Lead process optimization initiatives to improve efficiency and reduce operational bottlenecks.
Analyze operational data to identify recurring challenges in call center operations and technology implementations.
Build and maintain relationships with technology partners and service providers to support CX innovation.
Ensure SLA adherence, timely issue resolution, and continuous improvement of operational performance.

Budget Management

Prepare and present inputs related to departmental and project budgets, including resource requirements.
Manage and control financial performance by monitoring actual costs against approved budgets.
Develop annual, quarterly, and monthly budgets, demand plans, and related financial reports.
Track actual spending versus budget and ensure adherence to approved forecasts.

Team Leadership & Development

Coach, mentor, and guide team members to support their professional growth and performance.
Conduct periodic performance reviews and provide developmental feedback.
Promote accountability, collaboration, and service excellence across the team.

MIS & Reporting

Support the preparation of timely and accurate departmental reports and statements.
Ensure reports meet 2P's internal requirements, policies, and standards.
Maintain high accuracy, quality, and timeliness in all reporting activities.

Special Projects

Lead, manage, and execute special projects or tasks assigned by management based on business needs.
Ensure assigned initiatives are completed within the agreed timelines and expected quality standards.

Qualifications & Requirements

Education

Bachelor's degree in Computer Science Engineering, Allied Sciences, Information Technology, Telecommunications Engineering, Business Administration, or a related field.
Master's degree in Customer Experience Management, Business Administration, Computer Science, or equivalent is preferred.

Certifications

PMP certification is required.
Additional certifications in CX management, project/program management, COPC, ITIL, or related fields are preferred.

Experience

Minimum 10 years of experience in customer experience management, service delivery, technology-driven operations, or related fields.
At least 3 years of experience in a leadership role.
Proven track record in managing BPO operations.
Experience implementing technology-driven CX solutions.
Background in software development integration is required.
Strong background in SLA-based service delivery and call center operations.

Technical & Professional Skills

Strong knowledge of BPO operations and CX technology solutions.
Strong understanding of software development integration and technology implementation lifecycles.
Expertise in CX project management tools, methodologies, and governance practices.
Ability to analyze operational data and implement process improvements.
Strong understanding of compliance, audit requirements, and quality standards.
Excellent stakeholder and client relationship management skills.
Strong financial awareness, including budgeting, forecasting, and cost control.
Ability to manage multiple projects, priorities, and cross-functional teams.
Ability to translate business and CX requirements into practical technology solutions.

CX Portfolio Director