Director , CX Strategic Initiatives
About the position IFS Copperleaf’s software helps some of the world’s largest firms make better strategic decisions. We have a track record of delivering award-winning, industry-changing solutions that enable our clients to build more resilient and sustainable infrastructure. The Director, CX Strategic Initiatives acts as the operational integrator and execution lead for the global Customer Experience organization. This role ensures that strategy is effectively translated into operational excellence, driving consistency, accountability, and measurable impact across all CX regions and functions. The Director partners closely with the SVP, Global Customer Services, and cross-functional leaders in Consulting Delivery, Customer Success, Services Portfolio, Product Support, and Cloud Operations to establish the operating rhythm, manage strategic initiatives, and drive performance improvement across the CX portfolio. Responsibilities • Operational Leadership & Governance • Run the global CX operating rhythm, including weekly/monthly/quarterly business reviews, red-account governance, and performance • Maintain accurate forecasting for services capacity, and renewals risk tracker with a two-quarter outlook aligned to revenue forecasting processes set by FP&A • Ensure CRM and Customer Success data integrity and reporting discipline across all regions in collaboration with Sales and Revenue Operations. • Champion initiatives enabling disciplined P&L management • Program Management & Execution, AI-Driven Enablement • Lead strategic CX programs and initiatives in support of the CX functional owner(s) with an AI first approach • Oversee cross-functional initiatives that drive delivery efficiency, scalability, and customer value • Lead rollout of AI tools across delivery and Unified Support functions to streamline preparation, configuration, troubleshooting, and knowledge management across CX • Measure impact through KPIs such as cycle-time reduction and administrative workload savings. • CX Operations & Analytics • Own health scoring, data SLAs and playbook adherence across CX • Operate the QBR and escalation framework to ensure consistent execution and follow-up. • Drive continuous improvement through structured post-mortems with CX teams. • Change Management & Enablement • Drive adoption of new tools, processes, and methodologies across CX teams. • Measure competency lift and adherence to ensure sustainable operational change. • Initiatives management: • Voice of Customer (VOC) and Product Feedback • Manage the Customer Advisory Board cadence, ensuring insights from the field feed directly into the Product roadmap. • Convert customer telemetry and success metrics into business value stories and prioritized feedback to Marketing, Product and R&D on behalf of CX. • Customer 360 • Support the collection of customer data, ensuring its business relevance and accuracy. • Collaborate closely with the IT/AI PMO to deliver iterative implementations. • Act as an advocate for CX within other IFS Copperleaf departments. • Partner Operations • Support scaling through partner capacity planning, certification frameworks, and quality gates with strategic partners • Protect delivery margins while expanding reach and maintaining service excellence. Requirements • 10+ years in enterprise software or professional services, with at least 5 years in program management or CX operations. • Proven success in turning strategic initiatives into scalable, repeatable execution. • Experience managing cross-regional teams and working within matrixed organizations. • Strong operational and analytical mindset with excellent stakeholder management. • Advanced proficiency with CRM, Gainsight, BI, and program management tools. • Knowledge of AI-driven service enablement and digital transformation practices. • Excellent communication and executive-level presentation skills. • Bachelor’s degree in business, Engineering, or a related field Benefits • Flexible paid time off, including sick and holiday • Medical, dental, & vision insurance • 401K with Company contribution • Flexible spending accounts • Life insurance and disability benefits • Tuition assistance • Community involvement and volunteering events Apply tot his job