Partner, CX Strategy & Operations in Remote, USA at TTEC

Date Posted: 9/7/2018

Job Snapshot

Job Description

Partner, CX Strategy & Operations

The world has changed. Disruptive technologies, social media, more demanding customers, and an interconnected global economy have altered the face of business forever. To compete, companies need to be smarter, faster, and more agile. They need the ability to deliver seamless, effortless experiences for their customers while providing strong returns to their shareholders. To navigate this complicated and uncharted new world, brands need a partner with experience. TTEC Digital helps the best companies on the planet reinvent their businesses to drive competitive differentiation through customer engagement and digital transformation. 

What we are looking for : 

We are looking for a strategic leader who has a track record of developing, implementing, and executing customized customer experience (CX) and employee experience (EX) solutions powered by best-in-class digital platforms.

As a Partner of the Strategy & Operations practice area, you will be responsible for envisioning, designing, developing and overseeing the delivery of world class CX/EX solutions to some of the world’s largest brands. You will tap into the breadth of TTEC Digital’s collective portfolio, partner with the practice leads throughout our strategy services organization and sell TTEC Digital’s consulting capabilities and digital solutions. The ideal candidate will have the expertise required to operationalize transformational solutions resulting in measurable outcomes for our clients.  The core focus of this role will be to create incredible experiences for customers and employees and drive rapid growth in the Strategy and Operations practice area.                               

What you’ll be doing : 

Business Development 
  • Build advisory relationships with C suite executives.  Convert relationships with executives into long-term consulting partnerships that extend across multiple TTEC segments and consulting practice areas. 
  • Proactively identify and cultivate business opportunities, respond to customer requirements and help craft insightful, high-quality solutions to solve complex business challenges 
  • Develop pricing solutions that allow for productive negotiation with the client and result in projects that meet targeted profit margins for the applicable engagement sold
  • Build brand awareness and strong business networks while representing the company in various business platforms, conferences, media and other public arenas 
  • Personally drive new business development efforts in customer strategy consulting, to include the origination and closure of multi-million dollars, cross-service-line engagements 
  • Achieve personal annual bookings target of $3-5M

Operational Execution 
  • Manage a profitable and growing P&L in all aspects of sales, delivery, finance, people leadership, and strategy 
  • Represent TTEC Digital Consulting at senior level discussions and develop the reputation of a trusted advisor and expert to the client base and internal stakeholders
  • Guide the execution and client growth strategy; Be actively involved in engagement performance - setting high standards for the delivery team.
  • Ensure the quality of the solutions put forth to the client are truly distinctive and display a demonstrated focus on achieving client impact by way of tangible results
  • Ensure that the kind of work undertaken is consistent with the firm’s strengths and capabilities 
  • Maintain ultimate accountability for delivery within the region including quality of delivery and project profitability. Provide strong financial stewardship.
  • Thrive in ambiguity while understanding responsibility and accountability and the difference between the two.            
  • Grow and cultivate relationships with external and internal stakeholders
  • Successfully manage at least $2M in revenue at named accounts while proactively identifying and cultivating business relationships and opportunities for growth.
  • Achieve a personal utilization target of 15-20%

People Management and Leadership 
  • Provide coaching, development, and leadership to a highly matrixed team while demonstrating company values and brand promise.
  • Leverage your personal network to help grow a team filled with talented resources that have a passion for connecting with customers and orchestrating exceptional experiences across every customer touchpoint
  • Champion internal collaboration and coordinate resources necessary to execute on the identified client strategies. 

Ideas, Insight Generation, and IP Development 
  • Monitor market needs and trends in the CX/EX space to ensure our solutions resonant with clients and solve the challenges they face
  • Identify professional services firms, technology companies and digital agencies to partner with whose offerings complement TTEC Digital’s solutions for the benefit of the customer
  • Partner with the leadership team to enhance the go to market strategy and approach that leverages the strengths of the consulting segment along with the strength of the care and growth services segments
  • Ensure that thought leadership is being published across multiple channels, e.g. white papers, company intranet, articles in business and Industry or Horizontal–specific publications, speaking engagements, or social media (Twitter, blogs, LinkedIn, etc.) 

What skills you’ll need :

Motivation, Passion, Integrity.  Those are just some of the attributes valued at TTEC Digital.  Of course, there are some other requirements too.  These include :
  • 15 years’ professional experience including 8 years management consulting 
  • Expertise and breadth across a spectrum of CX consulting capabilities :   envisioning and designing customer experiences, developing target operating models enabling those experiences with digital solutions, analytics, change management and operations excellence. 
  • Strong operational field-general who is equal parts strategic and tactical and immediately immerses himself/herself into the business; 
  • True intellectual capability - the ability to understand, discern and synthesize complex business, operational and financial issues into real world strategies…a true “out-of-the-box” thinker with the intellectual horsepower to lead from the front; 
  • Global perspective. Accustomed to doing business all around the world and comfortable working with executives with diverse cultural backgrounds; 
  • A proven management consulting practice leader with deep domain expertise in customer experience consulting, who has a proven track record of new client acquisition, practice / business build-out and executing transformational solutions with measurable results
  • Sound financial management and commercial acumen with experience of running a P&L
  • An established network of strong existing relationships with C-level business across multiple industries, as well as personal connections with consulting talent from prior positions. 
  • Strong understanding of the revenue/sales and service issues facing companies in one or multiple of the firm’s strategic verticals – automotive, financial services, communications and healthcare 
  • Prior exposure to mergers & acquisitions and recognizing the synergies with new service lines that provide accretive capability  
  • Personal credibility plus proven ability to attract, select, motivate and develop world-class talent to build a strong organization; 
  • Minimum Bachelor’s level degree required; Master’s degree preferred 

Who We Are :

TTEC Digital Consulting is a pioneer in customer experience, engagement and growth solutions. Our 50,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from both our Engage and Digital segments to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.

Our Consulting team is on a mission to help our clients realize the amazing opportunities available to them, by driving new thinking and transforming the way they create exceptional experiences for their employees and customers.   We provide end-to-end advisory and execution services, giving leaders the confidence and tools to re-think how to compete with a combination of our logic, intellect and ability to make sense of the data with our creativity and experience. 

What We Offer :
  • Performance equity, variable incentive bonus plan, 401K company match, tuition reimbursement
  • Global career mobility, professional development, employee recognition programs
  • State of the art technology which allows for seamless global connectivity
  • Learning and career growth opportunities via our global footprint
  • Rich wellness program and health incentives