Director of Contact Centre & Customer Experience (AI)

Location: Omaha, Nebraska, United States

Company

Operating across retail, consumer services, and food and beverage manufacturing, the organisation delivers customer service and fulfilment at substantial scale.

What you will do

• Set and execute a multi-year strategy for contact centre performance and customer experience.
• Improve customer journeys, service consistency, first-contact resolution, satisfaction, productivity, and cost efficiency.
• Lead transformation through conversational AI, chatbots, virtual assistants, self-service, and workflow automation.
• Direct a contact centre with approximately 250 permanent associates and up to 700 seasonal associates.
• Develop senior leaders across operations, workforce management, quality assurance, training, technology, automation, and communications.
• Advise the COO and collaborate with operations, technology, marketing, sales, human resources, and executive leadership.

Requirements

• At least 10 years of progressive leadership experience in contact centres, customer experience, or customer operations.
• Director-level experience managing complex, high-volume contact centre environments.
• Experience leading remote or distributed service teams at scale and managing multiple leadership layers.
• Demonstrated success with automation, AI, digital self-service, or customer technology solutions.
• Strong knowledge of omnichannel engagement across voice, chat, SMS, and digital service channels.
• Experience with workforce planning, quality assurance, training, performance management, operational reporting, and executive-level KPI frameworks.

Nice to have

• Background in retail, e-commerce, direct-to-consumer, hospitality, consumer products, food and beverage, or other customer-centric sectors.
• Experience with seasonal demand, contact-centre-as-a-service, unified communications, workforce management platforms, or conversational AI.

Culture & Benefits

• Enterprise-level ownership of a customer function influencing approximately $115 million to $120 million in annual revenue.
• Direct visibility with the COO and senior decision-makers across operations, technology, marketing, and sales.
• Broad transformation scope covering customer journeys, digital service, AI, automation, and operating-model improvement.
• Opportunity to build leadership capability across operations, workforce management, quality, training, technology, and communications.
• Measurable impact on customer satisfaction, first-contact resolution, productivity, cost, and commercial performance.

Hiring process

• Applicants should be prepared to discuss scaling service operations, leading distributed teams, improving customer journeys, and delivering technology-enabled change.