Overview

CX Portfolio Director Jobs in Riyadh, Saudi Arabia at 2P Perfect Presentation

Since 2004, 2P has been a leader in Saudi Arabia’s ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are always looking to connect with talented professionals who are passionate about making an impact and growing within a dynamic, forward‑looking environment.

Job

Purpose

The Customer Experience (CX) Director is responsible for overseeing the planning, execution, and delivery of BPO and technology‑driven customer experience solutions. The role ensures alignment with 2P’s strategic objectives and client expectations while managing a portfolio of call center and CX projects, enhancing customer satisfaction, driving innovation, and ensuring compliance with SLAs, quality standards, and governance frameworks.

This role also requires a strong understanding of software development integration to ensure effective alignment between CX operations, technology platforms, and digital transformation initiatives.

Key Responsibilities

  • Oversee the planning, execution, and delivery of customer experience projects across the assigned portfolio.
  • Monitor portfolio performance through regular updates, dashboards, and performance metrics.
  • Identify trends, risks, and opportunities for improvement across CX projects.
  • Ensure mitigation plans are in place for portfolio‑level risks.
  • Ensure all projects comply with organizational governance, audit, and compliance standards.
  • Drive achievement of strategic projects and portfolio objectives.

Customer Experience Management

  • Design and implement customer journey mapping initiatives to improve end‑to‑end customer experience.
  • Act as the primary point of contact for clients, ensuring their requirements are clearly understood and addressed.
  • Manage and resolve escalations related to BPO and call center operations.
  • Engage regularly with clients to gather feedback and align services with evolving business needs.
  • Drive initiatives that improve customer satisfaction, service quality, and client retention.

Technology & Software Development Integration

  • Support the integration of software development solutions within CX operations and service delivery models.
  • Collaborate with technical and development teams to align CX requirements with technology implementation plans.
  • Ensure technology‑driven CX solutions are scalable, practical, and aligned with client expectations.
  • Provide input on system enhancements, workflow automation, and digital tools that improve customer experience and operational efficiency.
  • Bridge the gap between business, operations, and technical teams to ensure successful delivery of CX technology initiatives.

Workforce Optimization

  • Provide strategic guidance to workforce management teams to ensure resource allocation supports service delivery goals.
  • Oversee hiring, onboarding, and resource planning for call center operations and technology‑driven CX solutions.
  • Monitor resource utilization across projects and adjust allocation as needed.
  • Ensure workforce plans are aligned with operational demand, SLA requirements, and project priorities.

CX Operations & Performance Management

  • Establish and monitor CX performance metrics in alignment with COPC and industry standards.
  • Lead process optimization initiatives to improve efficiency and reduce operational bottlenecks.
  • Analyze operational data to identify recurring challenges in call center operations and technology implementations.
  • Build and maintain relationships with technology partners and service providers to support CX innovation.
  • Ensure SLA adherence, timely issue resolution, and continuous improvement of operational performance.

Budget Management

  • Prepare and present inputs related to departmental and project budgets, including resource requirements.
  • Manage and control financial performance by monitoring actual costs against approved budgets.
  • Develop annual, quarterly, and monthly budgets, demand plans, and related financial reports.
  • Track actual spending versus budget and ensure…

Title: CX Portfolio Director

Company: 2P Perfect Presentation

Location: Riyadh, Saudi Arabia

Category:

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