Quest Software is seeking an experienced and strategic Senior Director of CX Centralized Operations to lead a newly formed, cross-functional organization responsible for driving operational excellence across all Customer Experience (CX) functions. This role oversees three critical pillars CX Readiness, Data Governance & Automation, and Programs, Tools & Technology and is accountable for building the systems, processes, and capabilities that enable consistent, scalable, and data-driven customer outcomes across the enterprise. 

Reporting to the CCO, Quest, the Sr. Director will serve as the operational backbone of the CX organization, ensuring new hires ramp quickly, teams operate from trusted data, AI and automation are deployed responsibly, and the technology ecosystem is consolidated, well-governed, and aligned to strategic priorities.

CX Readiness & Enablement 

• Design and manage onboarding curriculum for new CX team members to accelerate time-to-productivity 

• Develop and deliver ongoing enablement programs for product updates, process changes, and new tool rollouts 

• Lead knowledge base curation, identify content gaps, and drive continuous improvement of self-service resources 

• Build and maintain change management playbooks to support organizational transitions and new initiatives 

• Establish certification paths and skill assessment frameworks to ensure consistent competency across CX teams 

• Drive measurable reductions in escalation rates through improved agent preparedness and readiness programming 

Data Governance & Automation 

• Standardize dashboards and KPI reporting across all CX organizations to enable data-driven decision making 

• Build and manage an AI use case pipeline with an appropriate governance framework for responsible deployment 

• Define and enforce data quality standards, validation processes, and cross-org metric definitions 

• Develop automation playbooks for repetitive workflows to reduce manual effort and improve time to insight 

• Create and maintain a cross-organizational data dictionary ensuring consistent, trusted metrics enterprise-wide 

• Ensure scalable AI deployment with appropriate risk controls and stakeholder alignment 

Programs, Tools & Technology 

• Own and execute a unified CX technology stack roadmap, including vendor management and consolidation strategy 

• Manage a coordinated release calendar with deployment schedules that ensure zero-disruption release cycles 

• Establish application administration SLAs and escalation frameworks across the CX tool ecosystem 

• Lead cross-functional program governance, status reporting, and executive communication on CX program health 

• Drive vendor consolidation and license optimization to reduce tool sprawl and lower total cost of ownership 

• Serve as the single source of truth for CX program health, ensuring improved cross-org alignment on priorities 

• Bachelor’s degree in Business, Information Systems, Operations Management, or a related field 

• 8+ years of progressive experience in CX operations, support operations, or a related operational leadership role within a technology or SaaS company 

• 5+ years of people management experience, including leading managers and cross-functional teams 

• Demonstrated experience building and scaling enablement, data governance, or technology operations programs 

• Strong track record of driving operational efficiency through process improvement, automation, and data-driven decision making 

• Proven ability to define KPIs, build dashboards, and translate data into actionable insights for senior leadership 

Preferred 

• Master’s degree or MBA 

• Experience with AI/ML governance frameworks and deploying AI-driven automation in a CX or support environment 

• Familiarity with CX platforms such as Salesforce Service Cloud, Zendesk, or similar enterprise support tools 

• Background in change management methodologies (e.g., Prosci, ADKAR) and experience in a global organization 

• ITIL, PMP, or Six Sigma certification