Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs
About the Job
The Director of Solutions Adoption and Enablement is the primary driver of day-to-day engagement and feature adoption for our products. This role translates high-level strategy into actionable success plans, working directly with end-users and front-line leadership to ensure the platform is indispensable to their daily workflows. The focus of this role is on tactical execution, overcoming user resistance, and gathering the qualitative feedback needed to demonstrate long-term value.
As Director, Solutions Adoption and Enablement, You Will…
• Execute Adoption Plans: Implement product and feature-specific deployment strategies to ensure high daily active usage across internal and external teams.
• Drive Tactical Wins: Identify and document immediate "wins" and user success stories to feed into 90-day impact case studies.
• Lead User Training & Onboarding: Lead the hands-on delivery of training sessions and create resources that simplify complex automated workflows for end-users.
• Handle Feedback Loop Management: Serve as the primary point of contact for user friction, gathering technical and functional insights to share with PMO and Technical teams.
• Monitor Success Metrics: Track granular usage data and adoption rates to identify accounts at risk and implement immediate "save" strategies.
• Drive Workflow Optimization: Collaborate with Operations to refine how products integrate into daily contact center tasks to minimize disruption and maximize efficiency.
As Director, Solutions Adoption and Enablement, You Need…
• Post-secondary diploma or degree with a major in a related field.
• 5+ years of experience in contact center leadership, including leading teams in a global capacity.
• A Strategic Background: Demonstrated success in driving user adoption or managing high-level program strategy for technology platforms.
• Technical Familiarity: Understanding of automation or software implementation processes (Co-Pilot experience preferred).
• Strategic Leadership: Ability to focus on high-level outcomes and drive results through influence rather than direct project management.
• Analytical Decision Making: Superior analytical skills, problem-solving, and decision-making skills to evaluate program performance.
• Relationship Management: Proven experience in building trusting relationships with executives, clients, and cross-functional teams.
• Communication Excellence: Excellent communication skills (listening, verbal, and written), specifically in delivering compelling ROI reports to stakeholders.
• Change Management: The ability to manage significant, ongoing change and business growth related to automated workflows.
• Empowered Collaboration: Demonstrated ability to motivate and inspire teams while guiding without overstepping into tactical execution.
IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.
IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.
Benefits of Working as a Director, Solutions Adoption and Enablement…
• Industry-leading medical, vision, and dental benefit plans + paid time off benefits
• Amazing career growth opportunities
