Director, Employee Success and Continuous Improvement

2 Locations

Director, Employee Success and Continuous Improvement

The Director, Employee Success and Continuous Improvement will play an impactful role in creating and driving the Employee Experience initiatives and build mechanisms to help us scale and support efforts across North America. The incumbent will work closely with senior leaders and executives, and be accountable to advance the effectiveness, innovation, engagement and resiliency of our workforce by implementing leading-edge strategies in people and cultural transformation.

Your Role:

  • Identify critical moments in the employee experience and implement programs to enhance culture and engagement
  • Stay current with leading-edge trends and practices specific to a virtual environment and present innovative solutions to the leadership team
  • Lead a Culture and Engagement Committee to implement initiatives in the company
  • Measure employee satisfaction and program success and use the results to enhance our engagement strategies
  • Drive key initiatives related to employee branding and value proposition, culture, employee surveys, and recognition programs
  • Use data and analytics to assess the effectiveness of employee experience initiatives and provide recommendations to improve future strategies
  • Act as an ambassador for our culture and core values throughout the organization
  • Identify experiential needs and create an environment that attracts and retains talent through a sought-after work culture

About You:

  • Bachelor’s Degree preferred
  • Minimum 8 years of experience in a role leading and developing employee engagement/experience programs with a globally dispersed workforce
  • Experience in a Contact Center a must; preferably in Operations
  • Demonstrated success in building, delivering, and measuring high-impact employee experiences to a diverse workforce
  • Strong program or project management experience with a proven track record of developing, driving, and delivering against implementation plans with a high degree of initiative
  • Exceptional leadership skills including the ability to set direction and vision, drive innovation, and manage change
  • Natural at building relationships, partnering, and influencing others
  • Skilled and comfortable driving strategy
  • Solid track record in rolling out new programs and strategies, dealing with a wide range of internal stakeholders
  • Excellent presentation, interpersonal, and written/verbal communication skills
  • People management experience
  • Experience using data and metrics to determine continuous improvement


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