Senior CX Manager

Role Overview

A fully dedicated Talkdesk Customer Experience Manager embedded within the Orange team, responsible for maximizing the value of the Talkdesk platform and supporting Orange's CX and AI transformation. This role combines strategic customer leadership with strong technical fluency, working closely with Orange business and technical teams to identify, develop, and optimize high-value use cases, particularly across AI and Agentic capabilities. The CXM acts as a trusted advisor and orchestrates the appropriate Talkdesk teams across Product, Engineering, Professional Services, and Customer Care to drive adoption and measurable business outcomes.

Core Responsibilities

AI & Use Case Development

Identify, prioritise, and support AI and Agentic use cases based on Orange business priorities.

Translate business challenges into defined use cases, success criteria, and measurable outcomes.

Support use cases from discovery and pilot through adoption, optimisation, and scale.

Advise on Talkdesk products/features mainly on Talkdesk AI

Evaluate use-case performance and continuously identify opportunities for improvement and expansion.

Technical Advisory & Platform Optimisation

Maintain strong technical knowledge of the Talkdesk platform and Orange environment.

Engage confidently with customer technical teams on topics including integrations, APIs, routing, data flows, architecture, and AI configuration.

Identify platform optimisation opportunities and proactively surface technical risks or dependencies.

Facilitate working sessions and coordinate Product, Engineering, Professional Services, or Customer Care when deeper expertise is required.

Adoption & Value Realization

Drive adoption of Talkdesk capabilities across Orange teams.

Establish and track success criteria for strategic initiatives and AI use cases.

Deliver enablement and knowledge transfer to increase Orange's internal capability and self-sufficiency in general Talkdesk products, with exception to AI, which will be managed by the CXM and TD teams directly.

Regularly communicate adoption, performance, business outcomes, risks, and recommendations.

Identify opportunities to scale successful capabilities and use cases based on demonstrated value.

Strategic Customer Leadership & Orchestration

Act as a trusted advisor to Orange business, operational, and technical stakeholders.

Develop a deep understanding of Orange's CX strategy, priorities, and technology landscape.

Maintain a structured roadmap of initiatives, priorities, dependencies, and success measures.

Coordinate the appropriate Talkdesk teams and maintain visibility of critical commitments and escalations.

Surface customer needs and product gaps to Talkdesk Product and Engineering with clear business context and impact.

Role Boundaries

The CXM owns customer outcomes, adoption, optimisation, and orchestration but does not replace Professional Services, Customer Care, or Engineering.

New implementations and major solution builds remain the responsibility of Professional Services.

Product defects and technical incidents remain owned by Customer Care and Engineering through established support processes.

The CXM may provide hands-on guidance and configuration support where appropriate, with a focus on optimisation and customer self-sufficiency.

Candidate Profile

Experience managing complex enterprise customers in SaaS, CCaaS, CX, or related technology environments.

Strong understanding of contact centre operations and customer experience technology.

Strong technical aptitude, with the ability to engage in discussions involving APIs, integrations, architecture, routing, data, and AI configuration.

Practical understanding and strong interest in AI, Generative AI, and Agentic technologies.

Strong analytical and problem-solving skills, with the ability to translate business challenges into technology use cases and measurable outcomes.

Ability to work effectively with both executive and technical stakeholders.

Strong ownership, communication, relationship and cross-functional coordination skills.

Experience with Conversational AI, AI Agents, prompt design, AI evaluation, or telecommunications is a strong plus.

Fluency in Spanish and English.