Director, Customer Success Transformation Strategy

## Director, Customer Success Transformation Strategy

Caliber Holdings LLC is seeking an experienced Director to lead our contact center transformation strategy. You'll serve as a strategic leader driving significant modernization initiatives across our contact center operations, positioning us for growth through intelligent automation, enhanced customer experience, and operational excellence.

### Your Strategic Vision and Leadership

You'll define and communicate a clear vision for contact center transformation, encompassing AI-driven automation, intelligent routing, telephony modernization, and digital self-service capabilities. Working closely with executive stakeholders, you'll align these transformation initiatives with our broader business objectives, customer experience goals, and growth targets. We're looking for a recognized industry leader who can bring proven contact center best practices to accelerate our transformation journey.

### Transformation Delivery at Scale

Your primary responsibility will be leading end-to-end delivery of complex, high-stakes transformation programs spanning multiple workstreams and lines of business. You'll manage vendor relationships with partners like Cognigy and Observe AI while coordinating across our organization. Establishing strategic project timelines that enable predictable, coordinated delivery across all workstreams is essential—you'll ensure measurable business outcomes guide every initiative. You'll also establish governance structures, delivery standards, and risk management practices that give us confidence in our transformation roadmap.

### Technology Modernization and Innovation

Designing and implementing future contact center platforms represents a core part of this role. You'll lead the adoption of CCaa. S platforms, emerging CRM ecosystems, scheduling solutions, and intelligent agent desktop tools. Driving adoption of AI, automation, analytics, and workforce optimization technologies will be ongoing priorities. Your relationship with our IT, security, and architecture teams is critical—you'll ensure our technology choices are scalable, secure, and aligned with enterprise standards.

### Operational Excellence

Optimizing contact center performance across people, process, and technology requires your hands-on leadership. You'll own operating model transformation, including workforce strategy, governance frameworks, and KPI structures that measure what matters. Your focus on data-driven improvements will help us enhance productivity, maintain strong service levels, improve quality metrics, and optimize our cost-to-serve.

### Executive Presence and Influence

You'll serve as a trusted advisor to our senior leadership team, product leaders, and customer service teams. Translating complex technical concepts into compelling business value narratives is a key skill you'll employ regularly. You'll provide clear, concise, and data-driven status reporting while setting realistic expectations and recommendations. Regular executive updates with actionable insights will be part of your rhythm.

### What We're Looking For

You'll bring 10+ years of experience in contact center operations, consulting, or customer experience transformation. Beyond that, you need 5+ years in senior leadership or program delivery roles managing large, complex initiatives. Experience in BPO environments, multi-site operations, or enterprise-scale contact center operations is strongly preferred.

On the technical side, you need deep knowledge of contact center technologies including CCaa. S platforms, AI and automation capabilities, telephony systems, and omnichannel communication platforms. You should have a strong understanding of CRM platforms such as Salesforce and Service. Now.

Your leadership capabilities matter tremendously. We're looking for proven program and change management expertise, strong analytical and problem-solving abilities with a focus on measurable outcomes, and the ability to lead cross-functional teams while influencing at the executive level.

A Bachelor's degree is required for this position.

### About Caliber

Founded in 1997, Caliber has grown to operate more than 1,600 centers nationwide. Our portfolio includes Caliber Collision, one of the nation's largest auto collision repair providers across more than 40 states, and Caliber Auto Glass for glass and windshield services. We were recognized as the only company in our industry to make the Forbes list of "America's Best Large Employers," an honor reflecting our commitment to high employee satisfaction. We also received an Inc. 2021 Best in Business gold medal in the Extra

• Large Company category, recognizing our positive impact.

With our purpose of Restoring the Rhythm of Your Life®, our more than 25,000 teammates are committed to getting customers back on the road safely every single day. We rank among the highest customer satisfaction scores in the industry and remain dedicated to providing an outstanding customer experience.

Caliberis an equal opportunity employer committed to inclusion and diversity. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. We provide reasonable accommodations to qualified individuals with disabilities and disabled veterans in the application process.