Senior Director, Agent Success

Liveops, Inc.

. Develop and execute an integrated strategy for the agent lifecycle, connecting recruiting, onboarding, certification, and ongoing engagement .

Posted 11/9/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in developing and executing integrated strategies for agent lifecycle management, focusing on recruiting, onboarding, and continuous learning. Proven ability to lead teams, improve engagement, and align initiatives with client needs and business priorities.

Highest-signal resume keywords

Progressive Leadership ExperienceAgent Experience ManagementTalent Acquisition StrategyLearning and Development OversightStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Recruiting ProcessesOnboarding ProcessesCertification ProcessesLearning Program DevelopmentData AnalysisPerformance Measurement

Soft Skills

Strong CommunicationCollaborationProblem-Solving

Industry Keywords

Agent LifecycleCustomer ExperienceDistributed WorkforceContact Center OperationsIndependent Contractor Networks

About the role

Key responsibilities & impact

Develop and execute an integrated strategy for the agent lifecycle, connecting recruiting, onboarding, certification, and ongoing engagement
Identify and address friction points affecting agent readiness, participation, and success
Establish feedback channels to understand agent needs and drive improvements
Lead agent talent acquisition strategy aligned with client program needs
Align recruiting activities with certification capacity, program requirements, and anticipated demand
Oversee development and continuous improvement of learning programs
Ensure learning content supports client requirements, agent readiness, and service quality expectations
Lead learning facilitation for client programs and promote consistent delivery
Establish methods to evaluate learning effectiveness and certification outcomes
Lead and develop teams across Agent Experience, Talent Acquisition, Learning & Development, and Learning Facilitation
Establish shared goals, accountability, and effective cross-functional handoffs
Partner with client leadership and internal stakeholders to align initiatives with business priorities
Use data and feedback to measure results and guide continuous improvement
Evaluate tools, technology, and processes that strengthen the agent journey

Requirements

What you’ll need

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

Benefits

Comp & perks

Remote work in the United States
Flexible workforce model
Ongoing learning and development opportunities