Director, Global BPO and Transformation

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Develop and oversee the enterprise BPO performance and quality governance framework for merchant support operations.

• Create scorecards, conduct weekly/monthly/quarterly business reviews, track actions, establish remediation pathways, and implement cross-vendor comparison systems.

• Verify vendor-reported performance against merchant results, including confirmed first contact resolution, repeat contacts, avoidable transfers, callback compliance, critical defects, and comprehensive issue resolution.

• Direct the business execution of global service delivery transitions, which includes the migration of customer service support to the Philippines and technical support to India.

• Carry out readiness evaluations, certification gates, nesting standards, and go/no-go decision processes.

• Collaborate with Quality Assurance, Centers of Excellence, Vendor Management, Procurement, and operations leaders on vendor-specific enhancement plans.

• Travel to partner sites to review floor operations, engage with site leadership, conduct town halls, and connect frontline teams to merchant demands and business priorities.

• Mentor and influence vice presidents, directors, and operations leaders on effective vendor management practices.

• Provide performance evidence and operational insights for vendor consolidation decisions, commercial strategies, RFP assessments, and outcome-based or gainshare model designs.

• Lead and develop teams by prioritizing tasks, enforcing accountability, and enhancing leadership capabilities across internal functions that support outsourced service delivery.

⛳️ Requirements

• Over 10 years of experience in leading BPO operations, contact center operations, vendor performance management, or transformation of outsourced service delivery in financial services, payments, fintech, or other regulated industries.

• More than 10 years of experience managing offshore service delivery operations with over 300 full-time employees across global partner environments, including the Philippines and/or India.

• At least 8 years of experience in developing and overseeing operating mechanisms such as performance scorecards, quality frameworks, service reviews, remediation plans, and measurements of merchant or customer outcomes.

• Minimum of 5 years of experience in team management and development.

• Familiarity with quality assurance systems, workforce management concepts, BPO commercial models, attrition management, and performance analysis in large-scale support settings.

• Proven ability to influence vendor executives and internal senior leaders, assess site operations, and scrutinize reported results using measurable business outcomes.

• A bachelor's degree or higher in business, operations, finance, management, or a related field, or an equivalent combination of education, relevant experience, and/or military service.

• Experience with outcome-based commercial models, gainshare frameworks, and vendor consolidation decision-making processes.

• Background in supporting both technical support operating models in India and customer service scaling models in the Philippines.

• Knowledge of artificial intelligence-enabled support tools, agent-assist platforms, translation tools, or accent support technology aimed at enhancing service quality and efficiency.

• Experience in leading large-scale service transitions or re-platforming initiatives in global support environments.

• Must currently hold valid and unrestricted U.S. work authorization; candidates requiring sponsorship now or in the future will not be considered.

🏝️ Benefits

• Fuel Your Life program designed to support your physical, financial, social, and emotional health.

• Paid holidays and generous time-off policies.

• Complimentary mental health support through Employee Assistance Programs.

• Living Proof program to acknowledge your colleagues' additional efforts with points that can be redeemed for rewards.

• Eight Employee Resource Groups aimed at fostering a collaborative culture and expanding your network.

• Exceptional professional growth opportunities through training, development, and internal mobility.

• Medical, dental, vision, life, and disability insurance options available from day one.

• Retirement planning options including 401k match and discounted shares through the Employee Stock Purchase Plan.

• Tuition assistance and reimbursement program.

• Paid parental and military leave.