Director, Strategic Program Management

UnifyCX is growing and looking for a Director, Strategic Program Management to join our team!

What Will You Do?

As the Director, Strategic Program Management you will be expected to serve as a high-impact partner to the CEO and Executive Leadership Team (ELT). This role is ideal for a hands-on operator and program leader, who thrives on translating strategy into execution across fast-paced, tech-enabled service environments.

You will play a key role in enabling business decision-making, ensuring cross-functional operational alignment, overseeing mission-critical initiatives, and enhancing the effectiveness of the Executive Leadership Team (ELT).

This position spans across strategy development, transformation leadership, and operational excellence. Success in this role requires a combination of agility, strategic foresight, and strong executive presence, all within a dynamic, fast-scaling, tech-enabled services.

This role is based at our headquarters in Louisville, KY without exception. We will offer relocation for the right candidate.

Key Responsibilities

Strategic Program Management and Business Operations

• Lead complex, enterprise-level initiatives; drive ownership and delivery.
• Coordinate special projects (e.g., new location launches, AI platform integrations).
• Analyze business performance data and identify operational improvement opportunities.
• Implement consistent project tracking, reporting, and governance mechanisms across business.
  
  

Strategic & Executive Partnership

• Facilitate strategic planning sessions, track KPIs, business metrics and elevate organizational focus.
• Partner with CEO and ELT to prepare for meetings, board updates, investor interactions, and industry events.
• Foster a cohesive and high-performance leadership environment.
• Develop robust financial models to evaluate strategic initiatives, capital investments, new business opportunities, pricing strategies, and potential M&A transactions.
• Lead and support long-term strategic planning and scenario analysis in collaboration with Finance and Business Unit leaders.
• Drive the strategic planning process, working with cross-functional teams to define key priorities, KPIs, and financial outcomes.
• Deliver executive-level presentations and strategic recommendations to C-suite and Board of Directors.
• Evaluate market trends, competitive dynamics, and macroeconomic shifts to inform strategic direction.
• Partner with FP&A, Corporate Development, Operations, and Product to assess business performance and identify opportunities for growth and efficiency.
• Partner with BU and Function leads on due diligence, valuation, and post-merger integration analysis for acquisitions or strategic partnerships.
  
  

Communication & Stakeholder Relations

• Partner with ELT to design and manage executive communication (exec summaries, all-hands, CEO messages).
• Act as liaison between CEO and board, investors, leadership team, global offices.
• Support external engagement e.g., industry conferences, strategic alliances.
  
  

Problem‑Solving & Decision Support

• Research and provide insights on market trends, competitors, M&A opportunities, emerging technologies.
• Organize decision frameworks, summarizing tradeoffs, ROI, and recommendations.
• Anticipate blockers ahead of the CEO and coordinate mitigation.
  
  

Who are you?

The ideal candidate brings deep experience in program and project management, business operations, and cross-functional execution. You will own key strategic initiatives end-to-end—from concept to communication and implementation—while ensuring alignment, accountability, and measurable business outcomes.

Qualifications & Experience

• 15+ years of experience in strategic consulting, corporate strategy, business finance, operations, GM office, or Chief of Staff roles.
• Proven track record of partnering with C-suite executives in high-growth tech services environment with exposure to global operations and a strong understanding of onshore/offshore delivery models
• Exceptional organizational, prioritization, data analytics and project management skills.
• Strong bias for action and accountability.
• Superior written and verbal communication; comfortable preparing executive‑grade presentations.
• High EQ and business acumen; adept at stakeholder alignment and influencing.
• Data-driven mindset with proficiency in analysis, financial modeling, and reporting.
• Ability to thrive in ambiguity, handle tight deadlines, and pivot quickly.
• Experience in CX, Tech services, SaaS, or AI-driven technology environments.
• Strong technical literacy: comfortable with analytics tools, AI platforms, collaboration systems.
• Technically literate and systems-oriented, with strong command of digital tools and analytics platforms.
  
  

Who We Are

UnifyCX is a leading, people‑centric customer experience (CX) platform that fuses AI innovation with human expertise. Headquartered in Louisville, KY, we are redefining CX through advanced agent‑empowering tools, global delivery, and a strong focus on empathy and efficiency.

UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.