Head of Global Customer Operations Strategy – Chief of Staff

This is a fully remote position, open to applicants in United States, +47 more locations.

📋 Description

• Act as a strategic and operational ally to the SVP, Global Customer Operations in the role of Chief of Staff.

• Convert GCO’s long-term objectives into prioritized actions, integrated plans, and disciplined implementation across various regions and business units.

• Oversee enterprise planning, executive operating rhythm, strategic initiatives, investment and capacity planning, executive communications, and the integration of AI and automation.

• Equip the SVP for significant engagements through briefings, recommendations, positioning, and follow-up actions.

• Develop materials for board-level, C-suite, and executive presentations that are decision-ready narratives.

• Collaborate with Finance and the SVP on budgeting, forecasting, variance analysis, and business case development.

• Direct strategic capacity planning across regions, including workforce supply, automation advantages, cross-skilling, and financial limitations.

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

• Team up with HR, Finance, and regional leaders on workforce planning, organizational design, capabilities, succession planning, and talent initiatives.

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

• Design and facilitate the SVP’s leadership operating rhythm, which includes agendas, decision framing, pre-reads, action tracking, and follow-up.

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

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

• Safeguard the SVP’s focus on the most valuable priorities and transition strategic programs from design to execution.

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

• Represent GCO in enterprise transformation discussions.

• Maintain a forward-looking perspective on REPH workforce delivery capacity and coordinate workforce and capacity initiatives with REPH, HR, Finance, and regional leaders.

• Convert approved technology and automation benefits into workforce and capacity strategies aligned with GCO priorities.

⛳️ Requirements

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

• Proven track record in a Chief of Staff, strategy, business operations, transformation, or a similar role supporting a senior executive.

• Established ability to develop and implement multi-year operational strategies that yield measurable customer, financial, and operational outcomes.

• Experience in leading seasoned professionals and, ideally, people managers.

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

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

• Capacity to influence senior stakeholders and drive results without direct authority.

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

• Experience in constructing data-driven operating models, performance management frameworks, and analytical capabilities.

• Working knowledge of AI and automation in customer operations, including implications for the organization and workforce.

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

🏝️ Benefits

• Healthy work/life balance initiatives.

• Wellbeing programs.

• Shared parental leave.

• Educational assistance.

• Sabbatical options.

• Flexible working hours.

• Annual incentive bonuses.

• Country-specific benefits.

• Disability and accommodation support during the hiring process.