Director, Solutions

About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long‑term relationships with our brand partners and empowering our people to drive positive change.

To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

Role Overview The Director, Solutions holds the critical role of Strategic Owner for Co‑Pilot. This role involves providing high‑level leadership and strategic oversight to ensure the platform's organization‑wide success.

This role focuses on driving key outcomes, maximizing user adoption, and demonstrating ROI while steering clear of day‑to‑day execution and project management tasks. This strategic role serves as a bridge between technical teams, operations, and stakeholders to ensure Co‑Pilot remains a market leader in innovation.

Responsibilities

Work closely with the Operations and User Success teams to achieve high user adoption through individual feature deployments surrounding Co‑Pilot.

Partner with stakeholders to lead the creation and presentation of 90‑day impact case studies that highlight ROI and secure long‑term client buy‑in.

Define and prioritize program‑level initiatives to align Co‑Pilot’s capabilities with organizational goals and client needs.

Support the expansion of Co‑Pilot to internal centres or other BPOs and facilitate transitions to Co‑Pilot Pro for automated workflows.

Implement continuous improvement initiatives to enhance implementation processes, adoption, and success metrics.

Support Technical PMs by providing strategic direction and insights to improve implementations without managing daily tactical activities.

Identify potential risks related to adoption or RTG effectiveness and implement risk mitigation strategies.

Identify opportunities and share best practices across accounts to drive scalability and thought leadership.

Qualifications

Post‑secondary diploma or degree with a major in a related field.

5+ years of experience in contact centre leadership, including leading teams in a global capacity.

Demonstrated success in driving user adoption or managing high‑level program strategy for technology platforms.

Understanding of automation, or software implementation processes (Co‑Pilot experience preferred).

Ability to focus on high‑level outcomes and drive results through influence rather than direct project management.

Superior analytical skills, problem‑solving, and decision‑making skills to evaluate program performance.

Proven experience in building trusting relationships with executives, clients, and cross‑functional teams.

Excellent communication skills (listening, verbal, and written), specifically in delivering compelling ROI reports to stakeholders.

The ability to manage significant, ongoing change and business growth related to automated workflows.

Demonstrated ability to motivate and inspire teams while guiding without overstepping into tactical execution.

EEO Statement IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

Benefits of Working as a Director, Solutions

Industry‑leading medical, vision, and dental benefit plans + paid time off benefits

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