Head of Transformation, CX & Operations

Role overview

This opportunity is being shared on behalf of a partner organization, which will handle all applications and subsequent hiring steps. The employer is seeking a Head of Transformation, CX & Operations in the United States.

This is a senior strategic leadership role sitting at the crossroads of customer experience, operations, and business transformation inside a fast-growing global company. You will serve as the execution partner to senior leaders, turning strategic priorities into practical programs with clear outcomes that lift customer experience and operational performance across the business. The role calls for strong analytical thinking, structured problem-solving, and the ability to lead across functions in a rapid, high-change setting. You will own major transformation efforts from start to finish, collaborating closely with product, technology, marketing, and operations teams. The environment is highly dynamic, metrics-led, and focused on delivery, with substantial interaction with executive decision-makers. This role suits someone who is comfortable with ambiguity, enjoys tackling complex system-level challenges, and wants to create meaningful organizational impact.

Key responsibilities

• Own and deliver high-priority transformation programs spanning customer experience and operations, from initial definition through measurable results.
• Support senior leadership by converting strategic goals into organized execution plans and operational roadmaps.
• Create strong business cases, ROI analyses, and data-backed decision frameworks for strategic and investment choices.
• Use data analysis, including SQL and financial modeling, to uncover operational inefficiencies and test assumptions.
• Align teams across Product, Tech, Marketing, and Operations through influence, clear structure, and effective communication.
• Prepare executive presentations, narratives, and reporting packs that explain progress, risks, and outcomes.
• Spot weak or inefficient processes and redesign them to support scalable, high-performing global operations.
• Track initiative performance and drive ongoing improvement using data, iteration, and feedback loops.

Requirements

• 5 to 7 years of experience in management consulting, transformation, or senior operational/chief of staff roles, ideally in MBB, Big 4 Strategy, or similar environments.
• Advanced analytical ability, including strong SQL skills and experience building financial or operational models.
• Demonstrated success leading complex and ambiguous initiatives from idea stage to measurable business impact.
• Excellent communication and narrative-building skills, with experience producing executive-level presentations.
• Strong cross-functional leadership and the ability to influence stakeholders without direct authority.
• Background in fast-paced, high-growth, or scale-up settings.
• Sound business judgment with the ability to convert data into practical strategic recommendations.
• Comfort operating both strategically and in detailed execution work.
• Strong structured problem-solving abilities with a data-driven approach.
• Nice to have: familiarity with customer experience metrics such as NPS, CSAT, and churn, plus experience in operational improvement initiatives.
• Highly desirable: exposure to AI tools or digital transformation work.

Benefits

• Competitive compensation aligned with experience and market standards.
• Fully remote setup with a high-trust culture, autonomy, and flexibility.
• Direct exposure to executive leadership and strategic decision-making.
• A high-impact role influencing customer experience and operations at global scale.
• Clear potential for growth into leadership of a business domain or function.
• Opportunity to work on complex transformation challenges in a high-growth organization.
• A dynamic, international workplace centered on innovation, execution, and continuous improvement.

Additional information

This hiring process includes an AI-supported matching step designed to review applications quickly, objectively, and fairly against the role’s core requirements. The system identifies the strongest-fitting candidates, and that shortlist is then shared with the hiring company. Final decisions, interviews, and assessments are managed by the employer’s internal team.

By applying, candidates acknowledge that personal data will be processed to evaluate candidacy and share relevant information with the hiring employer. This is based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. Applicants may exercise rights such as access, rectification, erasure, and objection at any time.

Artificial intelligence tools may also be used to support parts of the hiring process, including resume review, application analysis, and the identification of potential inconsistencies or verification signals in submitted materials. These tools assist the recruitment process but do not replace human judgment, and final hiring decisions are made by people.