Opportunity
As the CX Enablement & Insights Lead within the Client Experience Operations (CX Ops) team at Smarter Technologies, you will play a critical role in scaling predictable, high-quality customer outcomes by ensuring our delivery operating model is adopted, reinforced, and continuously improved.
This role sits at the intersection of delivery execution, operational insight, and organizational learning. As part of CX Ops, you help define how delivery works at scale, not just how individual projects succeed. You transform real-world implementation experience into standards, enablement, metrics, and feedback loops that make outcomes more consistent as the organization grows.
You work in close partnership with CX Operations leadership, Delivery Executives, Solutions & Advisory, Product, Engineering, and Support to convert delivery data and customer outcomes into actionable insights that shape how Smarter Technologies delivers AI-first, human-in-the-loop (HITL) solutions. By institutionalizing what works and surfacing what doesn’t, you help the organization scale without relying on heroics and ensure customers experience measurable value.
Key Responsibilities
CX Ops Enablement & Operating Model Adoption
- Translate CX Ops standards, delivery methodologies, and real-world implementation learnings into clear playbooks, templates, and enablement assets.
- Drive adoption of the CX delivery operating model across Delivery Leads, CX Specialists, and cross-functional teams.
- Partner with CX Operations leadership to keep enablement materials aligned with current delivery realities, product capabilities, and customer needs.
- Support onboarding and ongoing enablement of delivery team members to ensure fast ramp and consistent execution.
Delivery Insights & Performance Signal Management
- Define, track, and interpret delivery and adoption signals across implementations, including throughput, accuracy, stabilization timelines, exceptions, and customer feedback.
- Aggregate quantitative and qualitative delivery insights into clear, actionable narratives for CX Ops, Delivery, Product, and Engineering leadership.
- Identify systemic delivery risks, friction points, and recurring issues and surface them early with recommended actions.
- Support the development and evolution of CX Ops dashboards and delivery health reporting.
Continuous Improvement & Feedback Loops
- Lead structured post-launch and post-incident retrospectives as part of CX Ops governance.
- Ensure insights from retrospectives result in updates to standards, playbooks, enablement, or tooling.
- Partner with Product and Engineering to ensure delivery insights inform roadmap decisions and platform improvements.
Cross-Functional Alignment & Execution Support
- Act as a connective tissue between CX Ops, Delivery, Product, Engineering, and Support to ensure shared understanding of delivery performance and improvement priorities.
- Support CX Ops leaders and Delivery Leads in clarifying expectations, benchmarks, and best practices.
- Help the organization move from anecdotal delivery feedback to data-backed operational decision-making.
Value Realization & Scaling
- Support CX Ops leadership in identifying patterns that accelerate time-to-value and improve delivery margin.
- Enable delivery teams to replicate successful implementation patterns across customers and segments.
- Contribute to the evolution of Smarter’s AI-first, human-in-the-loop delivery model by institutionalizing practices that drive predictable outcomes.
Minimum Requirements
- 5+ years of experience in CX Operations, delivery operations, enterprise training & enablement, program management, or implementation roles supporting complex technology or operational change.
- Demonstrated ability to translate delivery experience into scalable standards, playbooks, and enablement within an operating model.
- Strong analytical and storytelling skills, with the ability to convert data and qualitative insights into executive-ready recommendations.
- Experience working cross-functionally with delivery, product, engineering, and support teams.
- Proven ability to bring clarity to ambiguity and drive adoption of new ways of working.
- Excellent written and verbal communication skills.
- Highly organized, proactive, and comfortable operating in fast-moving environments.
Preferred Qualifications
- Experience in Revenue Cycle Management (RCM), healthcare operations, or healthcare technology.
- Familiarity with AI-driven automation, human-in-the-loop (HITL) systems, or healthcare workflow technologies.
- Experience building or operating within a CX Ops, Delivery Ops, or Program Management Center of Excellence.
- Exposure to metrics-driven delivery models and continuous improvement frameworks.
