Customer Operations • Lead

Who you are

You have a strong background in customer experience (CX) consulting, with at least 5 years of experience leading strategic engagements that focus on enhancing customer interactions and operational efficiency. Your expertise in AI and automation allows you to identify opportunities for scalable transformation, and you are adept at assessing current-state CX and contact center performance across various dimensions including people, process, and technology.

You excel in engaging with business executives and decision-makers, utilizing your strong communication skills to uncover and align on CX priorities and operational challenges. Your ability to translate qualitative and quantitative insights into actionable transformation roadmaps is a key strength, enabling you to drive improvements in efficiency and self-service adoption.

You are comfortable synthesizing findings into clear, compelling deliverables and executive-ready presentations, ensuring that stakeholders understand the value of proposed changes. Your collaborative approach fosters an inclusive environment where diverse perspectives are valued, and you thrive in team settings that encourage innovation and growth.

Desirable

Experience with industry best practices in CX and familiarity with maturity models will set you apart. You may also have a background in data-driven analysis tools and methodologies, which will enhance your ability to deliver impactful insights to clients.

What you'll do

In this role, you will lead strategic, client-facing CX Advisory engagements for Five9’s highest-value customers and prospects. Your responsibilities will include conducting assessments, facilitating workshops, and observing agents to identify transformation opportunities. You will engage with business executives to help them navigate the evolving AI landscape and define their path toward more automated, insights-driven CX operations.

You will be responsible for translating qualitative and quantitative insights into actionable CX transformation roadmaps, identifying opportunities to improve efficiency, self-service adoption, and AI-enabled outcomes. Your work will involve data-driven analysis, maturity models, and synthesizing findings into clear, compelling deliverables that resonate with stakeholders.

You will also play a key role in fostering a team-first culture at Five9, contributing to an inclusive environment that empowers employees to be their authentic selves. Your leadership will help guide the team in delivering exceptional customer experiences and driving innovation in the cloud contact center space.

What we offer

Five9 offers a dynamic work environment where you can thrive and grow your career. We celebrate diversity and foster an inclusive culture that empowers our employees. You will have the opportunity to work with cutting-edge technology in the cloud contact center industry, contributing to meaningful projects that impact customer experiences worldwide. We encourage you to apply even if your experience doesn't match every requirement, as we value curiosity and a growth mindset.