{"id":1621203,"url":"https://alion.io/job/exl-cx-transformation-program-delivery-lead-vp","title":"CX Transformation, Program Delivery Lead - VP","company":{"id":38016,"name":"EXL","domain":"exlservice.com","url":"https://alion.io/company/exl","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":80,"open_postings":200,"ghost_share":0,"stale_share":0.99,"repost_share":0,"time_to_fill_p50_days":9,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Operations","role_family":"Operations","seniority":"head","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":200000,"max":250000,"currency":"USD","period":"year","gross":null,"usd_annual":250000},"salary_estimate":null,"experience_years_min":15,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":true}],"status":"live","first_seen_at":"2026-09-28T18:27:06Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-22T17:52:44Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"We are seeking a highly experienced Professional Services Delivery Lead to oversee the delivery of a large-scale Customer Experience (CX) Transformation Program for one of our strategic enterprise clients. As part of a partner organization, this role is accountable for leading end-to-end delivery, ensuring customer value realization, and managing full P&L and gross margin performance for the engagement.\nThe ideal candidate brings 15+ years of delivery leadership experience with deep hands-on expertise across Conversation AI (including Sierra), CCaaS technologies (Genesys Cloud, NICE CXone, Amazon Connect, Five9, Cisco Webex CC), and Salesforce CRM integration. This role requires exceptional program management capabilities, executive engagement skills, and the ability to navigate complex multi-party delivery environments.\n Customer-Facing Delivery Leadership\nServe as the primary delivery leader and strategic partner to the client’s CX, digital, and technology leadership teams.\nBuild strong, trusted advisor relationships at executive and operational levels.\nLead business and technical discussions with the customer to shape roadmap, solution direction, and delivery approach.\nAlign partner, customer, and ecosystem vendors to drive a unified delivery model.\nProgram Management & Governance\nLead execution of a multi-workstream, multi-vendor CX transformation program.\nOwn program governance including steering committee leadership, RAID management, milestones, resource planning, and commercial oversight.\nEnsure structured PMO disciplines such as dependency mapping, financial tracking, change control, and compliance with delivery standards.\nFinancial Ownership & Commercial Management\nOwn full program P&L, including revenue forecasting, cost management, and gross margin optimization.\nPartner with sales, finance, and practice leaders to ensure commercial health across the engagement lifecycle.\nLead contract change management, SoW governance, and margin protection strategies.\nSolution Delivery & Technical Oversight\nOversee the architecture, build, and deployment of advanced CX solutions leveraging: Conversation AI: Sierra, Dialogflow, LivePerson, Cognigy, Nuance, Amazon Lex, etc.\nCCaaS: Genesys Cloud, NICE CXone, Amazon Connect, Five9, Webex Contact Center.\n\nEnsure high-quality integration design across AI, CCaaS, middleware, and Salesforce Service Cloud (CTI, APIs, data flows).\nDrive technical assurance, best-practice architecture, and production-ready deployments.\nTeam Leadership & Partner Collaboration\nLead multidisciplinary Professional Services teams across architecture, engineering, QA, PMO, and operations.\nFoster strong collaboration between internal practices, subcontractors, and customer teams.\nMentor delivery teams and uphold a culture of accountability, innovation, and delivery excellence.\nOperational Excellence & Value Realization\nEnsure solution scalability, robustness, and adoption within the customer’s environment.\nTrack KPIs, SLAs, financials, and operational performance across all delivery streams.\nDrive continuous improvement, risk mitigation, and customer success outcomes.\nExperience & Expertise\n15+ years in Professional Services or delivery leadership within CX, SaaS, consulting, or cloud partner ecosystems.\nStrong hands-on experience with: Conversation AI platforms including Sierra, Dialogflow, Nuance, Cognigy, LivePerson, or equivalent.\nCCaaS solutions such as Genesys Cloud, NICE CXone, Amazon Connect, Five9, Cisco Webex CC.\n\nPractical exposure to Salesforce CRM integrations (Service Cloud, CTI adapters, APIs).\nProven experience managing P&L, gross margin, commercial governance, and contractual constructs.\nDemonstrated success delivering large transformation programs in a partner/SI/vendor environment.\nSkills\nExceptional program management and stakeholder engagement capabilities.\nStrong understanding of contact center operations, workflows, routing logic, and customer journey design.\nTechnical depth across cloud architectures, AI workflows, and integration patterns.\nExcellent communication, negotiation, and executive presentation skills.\nPreferred Qualifications\nCertifications in any major CCaaS or AI platforms (Genesys/NICE/Amazon Connect/Dialogflow/Cognigy).\nSalesforce certifications (Admin, Service Cloud Consultant).\nExperience working within top-tier partner ecosystems (SI, BPO, cloud vendor, CX consultancy).\nBackground in agile and hybrid delivery methodologies.\nThe typical base pay range for this role across the U.S. is USD $200,000 - $250,000 per year.\nFor more information on benefits and what we offer please visit us at https://www.exlservice.com/us-careers-and-benefits\nThe posted range is the hiring range for this role - a subset of the broader range available to employees over time - and reflects base salary across our national hiring scale.\nFinal offers are based on several factors, including the candidate's skills and experience, internal pay equity, work location, market conditions for the role, and the specific scope and responsibilities of the position.\nThe top of the range is reserved for candidates who notably exceed the requirements; the lower end applies to those with less experience or fewer preferred qualifications. For positions based in higher-cost zones (e.g., California, New York, New Jersey), actual compensation may exceed the posted range; your recruiter will share specifics during the process.","description_format":"text","description_chars":5431,"description_truncated":false,"requirements":{"experience_years_min":15,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-01T20:44:33Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 281 · green card filings: 17","filings_12m":281,"filings_prev_12m":395,"green_card_filings_12m":17,"median_offered_wage_usd":128641,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":17,"band":"cold","label":"Long shot","p_open":1,"p_active":0.492,"p_room":0.35,"age_days":23,"expected_fill_days":9,"reasons":["conf:3","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-10-22T06:10:10Z"},"pay":{"stated_usd_annual":250000,"is_top_pay":true},"html_url":"https://alion.io/job/exl-cx-transformation-program-delivery-lead-vp","json_url":"https://alion.io/job/exl-cx-transformation-program-delivery-lead-vp.json","meta":{"generated_at":"2026-10-22T18:29:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1137,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":38016},"rest":"https://alion.io/mcp/rest/get_company?id=38016"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fexl-cx-transformation-program-delivery-lead-vp"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fexl-cx-transformation-program-delivery-lead-vp"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fexl-cx-transformation-program-delivery-lead-vp"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/exl-cx-transformation-program-delivery-lead-vp\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fexl-cx-transformation-program-delivery-lead-vp"}]}