Practice Director, Customer Experience

Company Description

Who We Are

Burwood Group is not your average technology consulting firm. We are an innovative, culture-driven industry leader that helps companies use and manage technology to transform business and improve outcomes. Founded in 1997 and headquartered in Oak Brook, IL, we've grown to be a 200+ employee firm with team members located across the United States. 

Burwood fosters an employee ownership culture that celebrates both teamwork and personal growth. We’ve cultivated an incredible team of people who are dedicated to their craft and passionate about using their skills to make a meaningful impact on our customers’ success.  Join our team and build a career as unique as you are. 

Job Description

What You’Ll Do

The Practice Director sets the strategy and direction for the Customer Experience team, which is responsible for the business case, architecture, design, and implementation of Omnichannel Contact Center engagements. The Customer Experience Practice Director is focused on driving excellence and profitability across Burwood’s accounts in the practice, while enhancing the client’s Burwood experience. As the Practice Director, you will work with our sales and market lead teams to create and deliver solutions that are relevant and provide value to our customers.

Within This Role, You Will:

• Drive toward services revenue and margin targets every quarter for the practice by maximizing the potential of team members, driving project profitability, and meeting sales goals
• Own the Customer Experience practice vision and expertise, and bring new solutions to market that combine Contact Center, CX/UX, and user-focused design to meet the needs of the market
• Drive solution maturity and practice area growth through evaluation of solutions, vendors, and partners
• Ensure the solutions/offerings of the practice are strategically aligned to the client marketplace as well as to Burwood’s defined company goals and objectives
• Provide leadership and direction to the team and drive technical and consulting skills development

People Management

Burwood’s people are the most vital part of our organization.  As a Practice Director, you will be directly involved in managing team resources. These responsibilities include:

• Developing and retaining a high-performing staff
• Creating an environment that brings out the best in your teams
• Model the behavior and train and mentor your team of Consultants and Technical Architects to understand client challenges and design solutions that drive customer engagement
• Ensuring that HR policies are adhered to and managing performance by providing mentoring, coaching, and conducting quarterly employee reviews, regular 1:1s, etc.
• Serving as a role model for service delivery and technical excellence across the practice

Engagement Management

• Driving accountability of Burwood’s high client service and consulting standards across the practice
• Ensuring best practices are being followed throughout the course of an engagement
• Overseeing staffing meetings and making decisions with respect to staffing for the practice
• Managing the use of contractors with respect to overall revenue targets and budget
• Acting as a point of escalation for staffing and service delivery issues
• Tracking project portfolio issues/risks and being the point of escalation for service delivery issues
• Tracking, managing, and reporting monthly on practice project overages

Business Development and Client Relationship Management

• Driving business development by participating in the sales process for new and strategic opportunities
• Partnering with Account Executives, Technical Architects, and Executive Director teams to drive business in select accounts
• Maintaining relationships with client leadership on assigned accounts
• Developing new practice offerings (identifying market trends and developing solutions)

Team Capabilities

• Develop & provide quality customer deliverable documentation, including design documents, test plans, and project plans
• Participate in pre-sales activities and the proposal development process
• Support sales efforts through education, lead generation, and customer relationship management

Qualifications

Who You Are

• You have a strong consulting background and have worked through the full project lifecycle from sales to rollout for large-scale Omnichannel Contact Center and Customer Experience initiatives.
• Your tenure and expertise make you credible and capable of leading conversations/relationships at the Director Level and above within both the technology and contact center business units.
• You build relationships and bring considerable value, partnering with clients as a trusted advisor.
• You provide leadership both internally and externally to move work forward and meet objectives.
• You are dedicated to continual learning and staying current on technology, always to have a point of view worth sharing.
• You have excellent communication skills, whether that be in person, over the phone, or via email.
• You don’t mind responsibility, you’re accountable for your work, and dedicated to a job well done. 
• You have strong business acumen and are adept at communicating across all levels on how technical solutions solve business problems.
• You’re willing to travel.

The Tech Stuff

• Experience with CCaaS solutions, preferably Cisco Webex Contact Center, NiCE CXOne, or Five9
• Cisco Unified Contact Center Enterprise (UCCE, CVP, VXML, ICM, CUSP) is a plus
• Integration with third-party elements such as CRM, EMR, service desk, and knowledge management
• Understanding of contact center agent workflow and identifying opportunities to optimize
• Call Recording, Quality Management, and Workforce Management
• Leverage emerging AI/ML technologies within Customer Experience and Contact Center platforms to optimize routing, personalize interactions, and enhance analytics-driven decision making.
• Understanding of compliance requirements relevant to customer interaction (PCI, recording retention, privacy laws, etc.)
• Natural language processing and AI capabilities for self-service and agent assistance
• Experience building customer and user experience (CX/UX) interfaces, including web interaction, mobile applications, and text-based chat via API or other integration
• Experience with Contact Center metrics and reporting, and how contact center Line of Business leaders use this
• Understanding of call flow and caller experience
• Java, VB, or Python Scripting
• Experience with design methodologies

Additional Information

The Perks

If you ask any of our employees here at Burwood, “what we love”, the top answer is always the same: our culture.  Our employees are driven, innovative, fun-loving, and always willing to help. In addition to that, Burwood also offers some fantastic benefits:

• 401(k) and Roth 401(k) savings plan, complete with a company match
• Generous vacation policy
• Health, dental, and vision insurance
• Life and accident insurance
• Short- and Long-Term Disability coverage
• Flexible work-from-home policy
• Flexible spending accounts for pre-tax healthcare and transit/parking expenses
• Access to financial planning expertise

Compensation packages at Burwood Group are based on various factors unique to each candidate, including work location, skillset, experience, qualifications, and other job-related reasons. ​

The estimated salary range for this role is ($150,000 - $200,000). This role may also be eligible for incentive compensation based on individual and/or company performance. 

Our commitment to Diversity & Inclusion

We are not intent on being the largest company; rather, we aim to be the best. These are the words we live by. This means we welcome all the best talent, regardless of gender, race, ethnicity, sexual orientation, disability, religion, or age. 

Being open to all cultural backgrounds, life experiences, thoughts, and ideas not only strengthens company culture but also encourages different-in-kind thinking and promotes economic success