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About 2P

Since 2004, 2P has been a leader in Saudi Arabia’s ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are always looking to connect with talented professionals who are passionate about making an impact and growing within a dynamic, forward-looking environment.

Job Purpose

The Customer Experience (CX) Director is responsible for overseeing the planning, execution, and delivery of BPO and technology-driven customer experience solutions. The role ensures alignment with 2P’s strategic objectives and client expectations while managing a portfolio of call center and CX projects, enhancing customer satisfaction, driving innovation, and ensuring compliance with SLAs, quality standards, and governance frameworks.

This role also requires a strong understanding of software development integration to ensure effective alignment between CX operations, technology platforms, and digital transformation initiatives.

Key Responsibilities

Portfolio Oversight

• Oversee the planning, execution, and delivery of customer experience projects across the assigned portfolio.
• Monitor portfolio performance through regular updates, dashboards, and performance metrics.
• Identify trends, risks, and opportunities for improvement across CX projects.
• Ensure mitigation plans are in place for portfolio-level risks.
• Ensure all projects comply with organizational governance, audit, and compliance standards.
• Drive achievement of strategic projects and portfolio objectives.

Customer Experience Management

• Design and implement customer journey mapping initiatives to improve end-to-end customer experience.
• Act as the primary point of contact for clients, ensuring their requirements are clearly understood and addressed.
• Manage and resolve escalations related to BPO and call center operations.
• Engage regularly with clients to gather feedback and align services with evolving business needs.
• Drive initiatives that improve customer satisfaction, service quality, and client retention.

Technology & Software Development Integration

• Support the integration of software development solutions within CX operations and service delivery models.
• Collaborate with technical and development teams to align CX requirements with technology implementation plans.
• Ensure technology-driven CX solutions are scalable, practical, and aligned with client expectations.
• Provide input on system enhancements, workflow automation, and digital tools that improve customer experience and operational efficiency.
• Bridge the gap between business, operations, and technical teams to ensure successful delivery of CX technology initiatives.

Workforce Optimization

• Provide strategic guidance to workforce management teams to ensure resource allocation supports service delivery goals.
• Oversee hiring, onboarding, and resource planning for call center operations and technology-driven CX solutions.
• Monitor resource utilization across projects and adjust allocation as needed.
• Ensure workforce plans are aligned with operational demand, SLA requirements, and project priorities.

CX Operations & Performance Management

• Establish and monitor CX performance metrics in alignment with COPC and industry standards.
• Lead process optimization initiatives to improve efficiency and reduce operational bottlenecks.
• Analyze operational data to identify recurring challenges in call center operations and technology implementations.
• Build and maintain relationships with technology partners and service providers to support CX innovation.
• Ensure SLA adherence, timely issue resolution, and continuous improvement of operational performance.

Budget Management

• Prepare and present inputs related to departmental and project budgets, including resource requirements.
• Manage and control financial performance by monitoring actual costs against approved budgets.
• Develop annual, quarterly, and monthly budgets, demand plans, and related financial reports.
• Track actual spending versus budget and ensure adherence to approved forecasts.

Team Leadership & Development

• Coach, mentor, and guide team members to support their professional growth and performance.
• Conduct periodic performance reviews and provide developmental feedback.
• Promote accountability, collaboration, and service excellence across the team.

MIS & Reporting

• Support the preparation of timely and accurate departmental reports and statements.
• Ensure reports meet 2P’s internal requirements, policies, and standards.
• Maintain high accuracy, quality, and timeliness in all reporting activities.

Special Projects

• Lead, manage, and execute special projects or tasks assigned by management based on business needs.
• Ensure assigned initiatives are completed within the agreed timelines and expected quality standards.

Qualifications & Requirements

Education

• Bachelor’s degree in Computer Science Engineering, Allied Sciences, Information Technology, Telecommunications Engineering, Business Administration, or a related field.
• Master’s degree in Customer Experience Management, Business Administration, Computer Science, or equivalent is preferred.

Certifications

• PMP certification is required.
• Additional certifications in CX management, project/program management, COPC, ITIL, or related fields are preferred.

Experience

• Minimum 10 years of experience in customer experience management, service delivery, technology-driven operations, or related fields.
• At least 3 years of experience in a leadership role.
• Proven track record in managing BPO operations.
• Experience implementing technology-driven CX solutions.
• Background in software development integration is required.
• Strong background in SLA-based service delivery and call center operations.

Technical & Professional Skills

• Strong knowledge of BPO operations and CX technology solutions.
• Strong understanding of software development integration and technology implementation lifecycles.
• Expertise in CX project management tools, methodologies, and governance practices.
• Ability to analyze operational data and implement process improvements.
• Strong understanding of compliance, audit requirements, and quality standards.
• Excellent stakeholder and client relationship management skills.
• Strong financial awareness, including budgeting, forecasting, and cost control.
• Ability to manage multiple projects, priorities, and cross-functional teams.
• Ability to translate business and CX requirements into practical technology solutions.