Job Description
**Position Summary...**
The Director, Technology Operations is accountable for defining and leading the CES Average Handle Time program through technology strategy, execution, and optimization. Acting as the single threaded business owner for AHT outcomes, this role connects Operations, Product, Engineering, and Analytics to remove friction from associate workflows, automate manual effort, and accelerate resolution without compromising customer experience.
The Director leads a cross functional agenda spanning workflow orchestration, tooling optimization, automation, and AI enablement to deliver measurable improvements in AHT, productivity, cost to serve, and contact prevention while strengthening long term platform scalability and governance.
**What you'll do...**
**AHT Strategy and Program Leadership**
+ Define and execute the CES wide AHT reduction roadmap aligned to enterprise performance goals
+ Own AHT as a measurable outcome across tools, workf...
The Director, Technology Operations is accountable for defining and leading the CES Average Handle Time program through technology strategy, execution, and optimization. Acting as the single threaded business owner for AHT outcomes, this role connects Operations, Product, Engineering, and Analytics to remove friction from associate workflows, automate manual effort, and accelerate resolution without compromising customer experience.
The Director leads a cross functional agenda spanning workflow orchestration, tooling optimization, automation, and AI enablement to deliver measurable improvements in AHT, productivity, cost to serve, and contact prevention while strengthening long term platform scalability and governance.
**What you'll do...**
**AHT Strategy and Program Leadership**
+ Define and execute the CES wide AHT reduction roadmap aligned to enterprise performance goals
+ Own AHT as a measurable outcome across tools, workf...
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