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.
