Job Description
Sr. Director, Global CX Operations, Education & Services
Who Is Spectralink?
Spectralink provides best-in-class Wi-Fi smart phones that enable mobile workers like nurses, warehouse staff and big store sales associates to do their job better than ever.
As the global leader in purpose-built wireless communications, we’ve deployed over 3 million devices to customers around the world. Our dedication to listening and understanding the needs of the customer is the foundation of our business. We use this expertise every day to build the right solutions for mobile workers.
Headquartered in Louisville, Colorado with offices in the U.K. and Denmark, we are one global company with a common vision and mission to provide the best possible enterprise mobile experience for our customers.
Want to know the best thing about working for our company? The people. Working at Spectralink means innovation with authority and collaboration among industry experts with uncompromising integrity and agility. Our employees have a chance to make powerful contributions every day. We want to hear from you if you possess the following skills and qualifications, and are ready to join our team of positive, authentic, dedicated, and innovative thinkers.
Role Overview
Reporting to our Chief Customer Experience Officer, the Sr. Director, Global CX Operations, Education & Services is a senior leadership role responsible for building and scaling the operational foundation of Spectralink’s global Customer Experience organization.
This role will establish global standards, processes, tools, metrics, education programs, and service offerings that enable Spectralink to deliver a consistent, scalable, and high-quality customer and partner experience across all regions.
The position will lead three critical areas of the Global Customer Experience strategy:
- Global Education & Certification
- CX Operations, Processes & Performance Management
- Global Product Management for Services
Working closely with Customer Success, Professional Services, Technical Support, Product Management, Sales, Partners, and regional leadership, this leader will create the structure and operating model required to scale Spectralink’s Customer Experience organization globally.
A core expectation of the role is to drive alignment across regions, eliminating unnecessary differences in processes and tools while establishing global standards that can support continued geographic expansion, including further development across Europe and expansion into additional countries and the APAC region.
Key Responsibilities
Global Education & Certification
Establish and lead a comprehensive Spectralink Education Program serving employees, customers, and the global partner ecosystem.
Responsibilities include:
- Develop the global strategy and operating model for Spectralink Education.
- Build structured training curricula for employees, customers, and partners.
- Establish formal certification programs for key products, solutions, technical competencies, and service capabilities.
- Develop role-based learning paths supporting Sales, Professional Services, Technical Support, Customer Success, Partners, and Customers.
- Define certification standards, testing requirements, renewal processes, and governance.
- Build scalable digital, instructor-led, virtual, and self-service learning programs.
- Establish metrics measuring training effectiveness, certification adoption, learner satisfaction, and business impact.
- Partner with Product Management and subject matter experts to ensure education programs remain aligned with new product releases and evolving customer requirements.
- Create a global framework that allows training programs to scale across languages, countries, and partner ecosystems.
CX Operations, Processes & Metrics
Own the operational framework supporting Spectralink’s Global Customer Experience organization.
Responsibilities include:
- Define, document, standardize, and continuously improve global CX processes.
- Drive alignment of Customer Experience workflows across all geographic regions.
- Establish global standards while ensuring appropriate flexibility for regional business requirements.
- Identify process gaps, inefficiencies, and handoff issues across the customer lifecycle.
- Build clear ownership, governance, and accountability around CX processes.
- Own the CX metrics and performance management framework.
- Establish executive-level KPIs, operational metrics, dashboards, and reporting.
- Develop consistent definitions and measurement standards across all regions.
- Translate operational data into actionable insights and improvement initiatives.
- Partner with functional leaders to establish performance targets and improvement plans.
- Lead continuous improvement initiatives designed to increase efficiency, scalability, customer satisfaction, and employee effectiveness.
- Drive alignment and consolidation of CX tools and technology across regions.
- Partner with IT and business stakeholders on CRM, support, education, customer success, analytics, and workflow platforms.
- Ensure systems and processes support a single, connected view of the customer journey.
Global Product Management for Services
Own the Product Management for Services function globally, treating Spectralink’s service portfolio with the same discipline applied to traditional product management.
Responsibilities include:
- Develop and manage Spectralink’s global portfolio of customer and partner services.
- Define service offerings, packaging, positioning, requirements, and lifecycle strategies.
- Identify opportunities for new professional, managed, support, education, and value-added services.
- Gather requirements from customers, partners, Sales, CX teams, and regional stakeholders.
- Translate customer and market needs into scalable service offerings.
- Establish business cases for new services, including customer value, market opportunity, operational requirements, and financial impact.
- Partner with Sales, Product, Marketing, Finance, and regional teams to bring new service offerings to market.
- Establish service portfolio governance and lifecycle management.
- Measure adoption, customer value, profitability, and performance of service offerings.
- Continuously evaluate opportunities to expand recurring and value-added service revenue.
- Ensure service offerings can be consistently delivered across multiple countries and regions.
Global Operating Model & Geographic Expansion
Serve as a key leader in the continued globalization of Spectralink Customer Experience.
Responsibilities include:
- Establish consistent CX operating models across North America, Europe, and other regions.
- Align processes, tools, metrics, roles, and service delivery methodologies globally.
- Identify where regional differences are necessary versus where global standardization should be implemented.
- Develop scalable frameworks that enable Spectralink to enter and support additional countries efficiently.
- Play a leadership role in expanding Customer Experience capabilities into the APAC region.
- Define the processes, tools, education, partner enablement, and service infrastructure required to support geographic expansion.
- Partner with regional leaders to ensure successful adoption of global standards.
- Build governance mechanisms that enable global consistency while maintaining appropriate regional accountability.
Leadership & Cross-Functional Partnership
The Sr. Director will operate as a senior cross-functional leader and trusted partner across Spectralink.
In this role you will:
Partner closely with the Chief of Global Customer Experience in defining and executing the global CX strategy.
- Influence across organizational boundaries without relying solely on direct authority.
- Lead complex, cross-functional transformation initiatives.
- Build alignment between Customer Experience, Product, Sales, Marketing, Finance, IT, and regional organizations.
- Create clarity in areas where processes, ownership, or operating models are not yet fully defined.
- Develop teams and individuals while creating a culture of accountability, collaboration, continuous learning, and high standards.
- Balance strategic thinking with hands-on execution.
Experience & Qualifications
The ideal candidate will bring significant experience building and scaling global customer-facing organizations and operating models.
Preferred qualifications include:
- Significant leadership experience within Customer Experience, Customer Operations, Education, Enablement, Services, Support, or related functions.
- Demonstrated experience designing and implementing global operational processes.
- Experience building or leading customer, employee, or partner education and certification programs.
- Experience developing service offerings or working in Services Product Management.
- Strong understanding of customer lifecycle management and the interaction between Sales, Professional Services, Support, Customer Success, Education, Product, and Partners.
- Proven ability to define meaningful operational metrics and translate data into business decisions.
- Experience implementing or optimizing CRM, support, learning, customer success, analytics, or workflow platforms.
- Demonstrated success leading large-scale cross-functional transformation initiatives.
- Experience working across multiple countries, cultures, and geographic regions.
- Experience supporting international expansion and building scalable operating models.
- Strong executive communication and stakeholder management skills.
Leadership Profile
The successful candidate will be:
- Highly adaptable and comfortable operating in evolving environments.
- An exceptional problem solver who can bring structure to ambiguity.
- Highly accountable and committed to delivering measurable outcomes.
- Able to move seamlessly between strategy and execution.
- A strong cross-functional leader capable of building alignment across teams and regions.
- Data-driven while maintaining a strong understanding of the customer and employee experience.
- Curious, highly capable of learning new areas quickly, and comfortable taking ownership beyond traditional functional boundaries.
- Focused on quality, scalability, and continuous improvement.
- A leader who sets realistic expectations, follows through on commitments, and drives initiatives through completion.
Success in the Role
Success will be measured by the establishment of a scalable global CX operating model that enables Spectralink to:
- Deliver a consistent customer experience across regions.
- Establish a recognized global Education and Certification program.
- Increase employee, customer, and partner capability through structured learning.
- Create clear and measurable CX performance standards.
- Standardize processes and tools across global operations.
- Develop and grow a differentiated portfolio of customer services.
- Improve operational efficiency and cross-functional execution.
- Successfully expand CX capabilities into additional countries and the APAC region.
- Create the operational foundation required for continued global growth.
