Head of Global Customer Operations Strategy – Chief of Staff

This is a fully remote position, open to applicants in United States, +46 more locations.

📋 Description

• Prepare the Senior Vice President (SVP) for significant engagements by providing succinct briefings, recommendations, positioning strategies, and follow-up actions.

• Transform board-level, C-suite, and executive content into coherent, decision-ready narratives.

• Collaborate with Finance and the SVP on budget management, forecasting, variance analysis, and developing business cases.

• Oversee strategic capacity planning across various regions, connecting demand, service commitments, workforce supply, automation advantages, cross-skilling, and financial limitations.

• Manage workforce actions and readiness for change, which includes redeployment, cross-skilling initiatives, site disruption planning, and approved workforce modifications.

• Work alongside HR, Finance, and regional leaders on workforce planning, organizational design, capability development, succession planning, and talent initiatives.

• Establish governance structures with RELX shared services leadership in the Philippines and the SVP.

• Design and implement the SVP’s leadership operating rhythm, which encompasses meeting agendas, decision framing, pre-reads, action tracking, and follow-through.

• Maintain decision logs, escalation protocols, and manage cross-functional dependencies effectively.

• Conduct consistent business reviews with business units and Managing Directors utilizing standardized metrics and reliable data.

• Safeguard the SVP's focus on high-value priorities and facilitate the transition of strategic programs from design to execution.

• Foster relationships across Product, Technology, Sales, Marketing, Finance, HR, Legal, and various business units.

• Represent GCO in enterprise transformation discussions and forums.

• Keep a proactive perspective on REPH workforce delivery capacity, which includes monitoring joiners, leavers, internal movements, demand forecasts, and site-level risks.

• Coordinate large-scale workforce initiatives with REPH, HR, Finance, and regional leadership.

• Convert approved technology and automation advantages into workforce and capacity plans that align with GCO priorities.

⛳️ Requirements

• Extensive leadership experience in customer operations, business operations, strategy, management consulting, or a related field, including global or multi-regional exposure.

• Proven success in a Chief of Staff, strategy, business operations, transformation, or similar role supporting senior executives.

• Demonstrated capability to develop and implement multi-year operational strategies with quantifiable customer, financial, and operational outcomes.

• Experience in leading seasoned professionals, preferably including direct management of people leaders.

• Outstanding executive communication skills tailored for board, C-suite, and senior leadership audiences.

• Strong financial and analytical expertise, encompassing budget planning, business case development, performance measurement, and KPI design.

• Ability to influence senior stakeholders and achieve results without direct authority.

• Background in global customer operations, contact centers, service delivery, or other high-volume customer environments.

• Expertise in developing data-driven operating models, performance management systems, and analytical capabilities.

• Proficient understanding of AI and automation in customer operations, including their organizational and workforce implications.

• Experience in supporting transformation efforts, scaling, restructuring, or changes in operating models across multiple regions.

🏝️ Benefits

• Eligibility for an annual incentive bonus.

• Wellbeing initiatives to support employee health.

• Shared parental leave options.

• Study assistance for professional development.

• Opportunities for sabbaticals.

• Flexible working hours to promote work-life balance.

• Country-specific benefits tailored to employees' needs.