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Senior Director, Agent Experience & Success

Position Summary

The Senior Director, Agent Experience & Success leads the strategy and execution of the agent journey, bringing together Agent Experience, Talent Acquisition, Learning & Development, and Learning Facilitation. Reporting to SVP, Operations, this leader creates a cohesive experience from recruiting through certification and ongoing support for agents delivering services for ’ clients.

This role strengthens agent engagement, reduces drop-off throughout the agent lifecycle, and ensures agents have the learning, resources, and support needed to deliver successful client interactions.

Key Responsibilities

Agent Experience & Success

• Develop and execute an integrated strategy for the agent lifecycle, connecting recruiting, onboarding, certification, and ongoing engagement.
• Identify and address friction points that affect agent readiness, participation, and success.
• Establish feedback channels to understand agent needs and translate insights into improvements.
• Partner across functions to provide a consistent, supportive agent experience.

Talent Acquisition

• Lead agent talent acquisition strategy to support client program needs.
• Align recruiting activities with certification capacity, program requirements, and anticipated demand.
• Improve the transition from recruiting to learning and certification through clear communication and coordinated processes.
• Monitor recruiting effectiveness, candidate engagement, and conversion throughout the acquisition process.

Learning & Development

• Oversee the development and continuous improvement of learning programs that prepare agents for client interactions.
• Ensure learning content supports client requirements, agent readiness, and service quality expectations.
• Partner with client-facing teams and subject matter experts to keep learning relevant and effective.
• Advance learning approaches that improve accessibility, engagement, and knowledge retention.

Learning Facilitation

• Lead learning facilitation for client programs, promoting consistent delivery and an engaging agent experience.
• Align facilitation resources and schedules with recruiting pipelines and client program needs.
• Establish methods to evaluate learning effectiveness and certification outcomes.
• Use facilitator and agent feedback to improve learning delivery and readiness.

Leadership & Continuous Improvement

• Lead and develop teams across Agent Experience, Talent Acquisition, Learning & Development, and Learning Facilitation.
• Establish shared goals, clear accountability, and effective handoffs across functions.
• Partner with client leadership and internal stakeholders to align agent initiatives with business priorities.
• Use data and feedback to identify opportunities, measure results, and guide improvements.
• Evaluate tools, technology, and processes that strengthen the agent journey.

Qualifications

• Progressive leadership experience in agent experience, talent acquisition, learning and development, customer experience, or related functions.
• Experience leading multiple teams or interconnected functions through shared goals and operational change.
• Demonstrated ability to improve engagement, conversion, learning outcomes, or participant success.
• Strong understanding of recruiting, onboarding, certification, and ongoing support processes.
• Ability to translate business and client needs into practical strategies and measurable outcomes.
• Strong communication, collaboration, and stakeholder management skills.
• Experience supporting distributed workforces, contact center operations, or independent contractor networks preferred.
• Bachelor’s degree in a related field or equivalent relevant experience.

Measures of Success

• Improved agent engagement and satisfaction.
• Reduced drop-off between recruiting, onboarding, and certification.
• Improved certification completion and agent readiness.
• Effective alignment of recruiting and learning capacity with client needs.
• Consistent learning quality and facilitation effectiveness.
• Stronger coordination and accountability across the agent lifecycle.