Senior Director, Agent Success

Senior Director, Agent Experience & Success

Position Summary

The Senior Director, Agent Experience & Success leads the strategy and execution of the agent journey, bringing together Agent Experience, Talent Acquisition, Learning & Development, and Learning Facilitation. Reporting to SVP, Operations, this leader creates a cohesive experience from recruiting through certification and ongoing support for agents delivering services for Liveops’ clients.

This role strengthens agent engagement, reduces drop-off throughout the agent lifecycle, and ensures agents have the learning, resources, and support needed to deliver successful client interactions.

Key Responsibilities

Agent Experience & Success

• Develop and execute an integrated strategy for the agent lifecycle, connecting recruiting, onboarding, certification, and ongoing engagement.
• Identify and address friction points that affect agent readiness, participation, and success.
• Establish feedback channels to understand agent needs and translate insights into improvements.
• Partner across functions to provide a consistent, supportive agent experience.

Talent Acquisition

• Lead agent talent acquisition strategy to support client program needs.
• Align recruiting activities with certification capacity, program requirements, and anticipated demand.
• Improve the transition from recruiting to learning and certification through clear communication and coordinated processes.
• Monitor recruiting effectiveness, candidate engagement, and conversion throughout the acquisition process.

Learning & Development

• Oversee the development and continuous improvement of learning programs that prepare agents for client interactions.
• Ensure learning content supports client requirements, agent readiness, and service quality expectations.
• Partner with client-facing teams and subject matter experts to keep learning relevant and effective.
• Advance learning approaches that improve accessibility, engagement, and knowledge retention.

Learning Facilitation

• Lead learning facilitation for client programs, promoting consistent delivery and an engaging agent experience.
• Align facilitation resources and schedules with recruiting pipelines and client program needs.
• Establish methods to evaluate learning effectiveness and certification outcomes.
• Use facilitator and agent feedback to improve learning delivery and readiness.

Leadership & Continuous Improvement

• Lead and develop teams across Agent Experience, Talent Acquisition, Learning & Development, and Learning Facilitation.
• Establish shared goals, clear accountability, and effective handoffs across functions.
• Partner with client leadership and internal stakeholders to align agent initiatives with business priorities.
• Use data and feedback to identify opportunities, measure results, and guide improvements.
• Evaluate tools, technology, and processes that strengthen the agent journey.

Qualifications

• Progressive leadership experience in agent experience, talent acquisition, learning and development, customer experience, or related functions.
• Experience leading multiple teams or interconnected functions through shared goals and operational change.
• Demonstrated ability to improve engagement, conversion, learning outcomes, or participant success.
• Strong understanding of recruiting, onboarding, certification, and ongoing support processes.
• Ability to translate business and client needs into practical strategies and measurable outcomes.
• Strong communication, collaboration, and stakeholder management skills.
• Experience supporting distributed workforces, contact center operations, or independent contractor networks preferred.
• Bachelor’s degree in a related field or equivalent relevant experience.

Measures of Success

• Improved agent engagement and satisfaction.
• Reduced drop-off between recruiting, onboarding, and certification.
• Improved certification completion and agent readiness.
• Effective alignment of recruiting and learning capacity with client needs.
• Consistent learning quality and facilitation effectiveness.
• Stronger coordination and accountability across the agent lifecycle.

About Liveops

Liveops is redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years, we’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible workforce model, we bring global reach with unmatched adaptability—helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients—delivering personalized experiences that earn trust and drive lasting impact. It’s not outsourcing; it’s outsmarting. To learn more, visit www.liveops.com.