Director, Experience Optimization & Adoption

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You'll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

Directs enterprise experience optimization and adoption for customer experience (CX) performance platforms to ensure technology investments translate into sustained operational value. Leads the business-side strategy for adoption, governance, optimization, and value realization across platforms including Verint WFM, QM, AQM, Speech and Text Analytics, Performance Management, Operations Manager, telephony platforms, and future CX enablement tools. Partners cross-functionally to align platform configuration, adoption practices, leader routines, and analytics to drive improved performance, visibility, compliance, productivity, and cost outcomes.

Your role in our mission

• Develops and oversees the enterprise experience optimization and adoption operating model aligned with the Performance Enablement Organization (PEO) strategy and business objectives. Defines governance routines, adoption gates, intake and prioritization processes, decision rights, escalation paths, and sustainment expectations across CX performance platforms.
• Leads the business-side adoption and optimization lifecycle for Verint, telephony, and related CX platforms, ensuring business requirements, workflows, leader routines, training, change reinforcement, and readiness criteria are in place prior to go-live or relaunch.
• Partners closely with PEO functional leaders (WFM, Quality, Training & Knowledge Management, Reporting & Insights and Vendor Management), CX leadership and technology teams to ensure standards are defined before configuration decisions and to prevent deploy-and-hand-off implementation patterns.
• Establishes adoption gates and success measures for each platform and module, including usage, leader behaviors, process compliance, and business outcomes, and ensures relaunches address accumulated adoption debt such as shadow processes and inconsistent usage.
• Builds trusted relationships with business, operations, and frontline leaders by translating platform capabilities into clear operational value tied to service levels, quality, productivity, coaching effectiveness, utilization, compliance, and cost performance.
• Creates and enforces standards for tool usage, workflow design, configuration intent, release readiness, hypercare, and ongoing optimization while defining controlled exception models where business needs require flexibility.
• Owns the optimization backlog in partnership with PEO functional leaders, CX leadership and technology teams, identifying drift, configuration misalignment, process gaps, and opportunities to improve adoption and performance.
• Partners with Organizational Change Management, Training & Knowledge Management teams to equip CX leaders with practical enablement, reinforcement routines, job aids, and accountability expectations critical to sustaining adoption.
• Defines and tracks adoption analytics and value realization metrics beyond training completion, partnering with Reporting & Insights teams to deliver dashboards and executive-ready updates that connect adoption progress to measurable performance outcomes.
• Builds, leads, and develops a high-performing Experience Optimization & Adoption team, establishing role clarity, competencies, onboarding plans, operating rhythms, and a culture focused on accountability, collaboration, resilience, and measurable results.

What we're looking for

• 12 or more years of experience leading large-scale CX, performance enablement, platform adoption, digital transformation, or operational optimization initiatives, with at least 5 years in a senior leadership role.
• Demonstrated success leading enterprise adoption and optimization of complex platforms (e.g., workforce management, quality management, performance management, analytics, or telephony) in large, multi-account or multi-site environments.
• Proven ability to create governance through influence in highly matrixed organizations, aligning business, operations, and technology stakeholders around shared standards and outcomes.
• Strong analytical and problem-solving skills with the ability to translate usage and performance data into actionable insights and optimization priorities.
• Exceptional communication and stakeholder management skills, with experience influencing senior executives, operational leaders, and frontline management.
• Demonstrated ability to build, lead, and scale high-performing teams, including coaching, development, and succession planning.
• Hands-on experience with Verint platforms and contact center or CX technology ecosystems strongly preferred.
• Experience in healthcare, insurance, public sector, or other highly regulated, high-complexity service environments preferred.

What you should expect in this role

Remote role based on business need. Periodic travel may be required for leadership meetings, cross-functional workshops, platform launches, or optimization initiatives.

This posting is intended for pipelining. We will accept applications on an ongoing basis.

The pay range for this position is $127,400.00 - $182,000.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits , and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You'll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines "wages" and "wage rates" to include "all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.