Business Operations Director, CX

Job Description
Amazing Career Moments Happen Here
Transforming the insurance industry is ambitious, we know. That's why at Applied, we're building a team that shows up every day ready to learn, willing to try new things, and driven to deliver innovative software and services that make us indispensable to our customers - all within a culture built on values that make us indispensable to each other too. With 40+ years of experience in the Insurtech game, we're not just redefining what's achievable; we're creating a place where amazing career moments are made possible.
Position Overview
We're searching for a Business Operations Director, CX to join our Service Ops team in a hybrid location from either Chicago or Dallas. In this role, you will be a key member of the leadership team responsible for shaping the strategy and operating model of Applied's Customer Experience (CX) function. You will partner with senior leadership to advance the strategic direction of our CX organization and enterprise-level operating priorities. We're looking for someone who's equally capable of developing high-level business strategy as getting in the weeds on technical execution - with a bias towards leveraging AI - to drive efficiencies and growth.
To keep us headed in the right direction, we're looking for people who understand winning is a team sport, who value and seek to learn from our team's diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some fun.
What You'll Do

• Serve as a strategic partner and thought leader to executive leadership, helping develop the operating model and strategy for CX including for our EZLynx and Carrier business units.
• Lead large, high-priority strategic initiatives with significant company-wide impact - shaping Applied's go-to-market motions, customer health and retention strategy, and how we operate across business units.
• Build networks with senior leaders across multiple departments including CX, Product, Sales, and Finance to align priorities and drive coordinated execution.
• Solve unique and complex business problems with broad impact across the organization - anticipating future operational and market challenges before they surface, and owning outcomes end-to-end.
• Transform complex datasets into digestible, actionable insights for executive leadership, with a focus on delivering insights.
• Help define and formulate a set of KPIs to measure what matters to the business: e.g. adoption, customer health scoring, churn leading indicators, etc.
• Drive AI-powered operational excellence, and cultivate AI enablement across the team. Influence enterprise-level AI strategy through leadership of CX use cases.
• Own projects end-to-end, from initial concept to execution/delivery, effectively managing projects cross-functionally to deliver successful outcomes.
• Help oversee and drive effectiveness of key tools within the CX technology ecosystem, e.g. Salesforce.
• Develop a strong understanding of Applied and CX strategy, leveraging your experience and insights to suggest (and work to implement) meaningful operational improvements.

We're Excited to Learn More About You
Your experience may include:

• 10+ years of progressive experience in Management Consulting, Investment Banking, or Strategy/Ops at a high-growth SaaS company.
• Demonstrated interest and experience in the AI landscape.
• High degree of familiarity with BI tools (especially Tableau) and cloud-hosted datasets (GCP), with the ability to design dashboards leveraged throughout the org.
• Excellent relationship-building skills with the ability to communicate with all levels of the organization and distill complex datasets and concepts into digestible outputs.
• Advanced proficiency in Salesforce (deploying complex reports/dashboards) and MS Office.
• Experience operating independently in complex, ambiguous environments; naturally curious and driven by problem-solving.

We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses as well as candidates without a degree or a background in tech to apply!
When You Join Team Applied, You Can Expect:
A culture that values who you are and recognizes that you aren't just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.
We flex our time together , collaborating remotely and in-person to empower our teams to work in the ways that work best for them.
A comprehensive benefits and compensation package that centers our teammates and helps them to bring their best to work every day:

• Medical, Dental, and Vision Coverage
• Holiday and Vacation Time
• Health & Wellness Days
• A Bonus Day for Your Birthday

Learn more about the people behind our products at https://www1.appliedsystems.com/en-us/about-us/jobs/
Our targeted starting base salary in the United States for this position ranges from $137,500 - $160,000 USD. To determine a new team member's starting pay, we consider a variety of factors, including someone's depth, breadth, and variety of experience, skills, and responsibilities. Depending on the role, team members may also be eligible to participate in additional compensation plans such as bonus and commission.
Your Security Matters:
Our candidates' personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a secure @appliedsystems.com email or through our official careers portal. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers.
AI Utilization
We leverage AI tools to streamline parts of our recruitment workflow (such as resume parsing and interview scheduling). However, candidate screening, interviews, and final decisions are conducted by real humans.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.
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