Director, Services Practice ExcellenceVerint Systems Inc. • New York, New York, United States
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Director, Services Practice Excellence
Verint Systems Inc.
- New York, New York, United States
- New York, New York, United States
Über
Reporting to the VP of Professional Services, this leader ensures that service delivery frameworks, methodologies, and customer experience programs are aligned, scalable, and result in measurable value and satisfaction across all customer engagements.
Principal Duties and Essential Responsibilities: Strategic Leadership & Business Ownership
Help evolve the enterprise strategy for the Services Customer Experience Program.
Own the combined strategy and operational execution for the majority-owned management consulting firm.
Establish a unified vision and roadmap for external services that align with corporate goals and customer outcomes.
Identify new service offerings, partnership opportunities, and market expansion strategies.
Services Customer Experience (CX)
Own the services CX strategy, ensuring frictionless, high-quality engagement across the customer lifecycle.
Develop insights-driven improvements to raise customer satisfaction, retention, and renewal metrics.
Partner with operations, delivery, and product organizations to remove barriers and elevate service quality.
Management of External Services Portfolio
Provide leadership to Andrew Reise—ensuring strategic alignment, commercial performance, and operational excellence.
Oversee practice excellence in India, strengthening global delivery capacity, capability building, and standardized best practices.
Drive the vision for Services Partner Collaboration—aligning partner capabilities, co-delivery models, and joint value creation.
Develop global standards, methodologies, and enablement programs that raise delivery maturity and professional services quality.
Foster consistent execution across regions by aligning with AMER, global centers of excellence, and partner delivery models.
Build programs to support skill development, innovation adoption, and continuous improvement.
Leadership & Organizational Development
Build and lead high-performing teams across consulting, value services, CX, and practice excellence functions.
Develop future leaders and maintain a strong leadership pipeline aligned with future organizational needs.
Champion a culture of accountability, innovation, collaboration, and customer-centricity.
Bachelors degree in a related field or equivalent experience.
Minimum of 8 years demonstrated leadership experience with proven success in performance management and professional services team development
12+ years of experience in professional services, consulting, customer experience, or external services operations.
Experience influencing global delivery teams and/or offshore centers of excellence.
Demonstrated success building and scaling global delivery frameworks, methodologies, or Centers of Excellence.
Strong commercial acumen with experience influencing services portfolio strategy, partner ecosystems, or new revenue opportunities.
Strong background in customer value realization, customer experience, or services strategy.
Exceptional stakeholder management and executive communication skills.
Demonstrated ability to build cross-functional alignment and influence senior leadership.
Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, and credit/drug screening where applicable.
More Information Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.
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Sprachkenntnisse
- English
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