Senior Director, Global Customer Operations

This is a fully remote position, open to applicants in Florida, +2 more states.

📋 Description

• Develop and implement the strategy for the global contact center function, collaborating closely with the COO on broader Operations objectives.

• Safeguard and enhance the experience of members and candidates while promoting operational efficiency.

• Collaborate with Membership, Education, Marketing, and Technology teams to ensure a consistent service experience.

• Oversee daily operations within a hybrid model.

• Manage a multi-tiered leadership team comprising managers and senior managers from both internal staff and managed-service partners.

• Take ownership of vendor performance, nurture relationships, enforce SLAs and KPIs, and spearhead contract and commercial negotiations with Procurement, Legal, and Finance departments.

• Develop and oversee the function's annual budget.

• Establish policies, procedures, and quality standards that govern service delivery.

• Lead ongoing transformation efforts, evaluate the current operational model, implement significant changes in service delivery, and cultivate the leadership pipeline.

⛳️ Requirements

• Demonstrated senior-level experience in leading a contact center, customer service, or operations function, particularly within a hybrid or vendor-managed delivery framework.

• Proven track record of operating in a global or multi-region service environment, ideally supporting international growth markets beyond the U.S.

• Established change management experience, guiding a team through substantial and sustained operational transformations.

• Proven ability to manage outsourced or managed-service vendor relationships, including governance of SLAs and KPIs.

• Practical experience with contact center technology platforms, such as CRM and workforce management (WFM) systems.

• Significant experience in owning or managing a budget for a department or functional area.

• Bachelor's degree; advanced degree (e.g., MBA) or equivalent experience preferred.

• Understanding of multilingual or localization aspects in service delivery.

• Capability to work across various regions and time zones.

• Willingness to travel up to approximately 10%, including occasional vendor-site visits and travel between U.S. and U.K. locations.

🏝️ Benefits

• Eligibility for an annual discretionary incentive bonus.

• 12% employer contribution to a 401(k) or pension plan.

• Comprehensive medical benefits package.

• Health coverage.

• Generous time off.

• Competitive retirement plans.

• Flexible work options.

• Wellbeing and development programs.

• Some travel required, including occasional vendor-site visits and travel between U.S. and U.K. locations.