Director Global BPO and Transformation

About the role

As Director, Global BPO & Experience Transformation, you will lead the business-side strategy and operating model for outsourced merchant support across global partners, sites, and products. You will work closely with Call Center Operations, Quality Assurance, Vendor Management, Procurement, and partner leadership to improve resolution integrity, performance governance, and merchant experience.

Responsibilities

• Build and lead the enterprise business process outsourcing (BPO) performance and quality governance model across merchant support operations, including scorecards, weekly business reviews, monthly business reviews, quarterly business reviews, action tracking, remediation paths, and cross-vendor comparison frameworks
• Validate vendor-reported performance against merchant outcomes by establishing controls that measure verified first contact resolution, repeat contacts, avoidable transfers, callback compliance, critical defects, and complete issue resolution
• Lead the business-side execution of global service delivery transitions, including customer service support migration to the Philippines and technical support migration to India, with readiness assessments, certification gates, nesting standards, and go or no-go decision processes
• Partner with Quality Assurance, Centers of Excellence, Vendor Management, Procurement, and operations leaders to create and enforce vendor-specific improvement plans that strengthen ownership, empathy, and resolution quality
• Coach and influence vice presidents, directors, and operations leaders on disciplined vendor management practices, challenging weak requirements, ineffective governance, and training gaps that affect performance outcomes
• Provide performance evidence and operational insight to support vendor consolidation decisions, commercial strategy, request for proposal evaluations, and outcome-based or gainshare model design
• Lead and develop teams by setting clear priorities, driving accountability, and building leadership capability across internal functions supporting outsourced service delivery

Requirements

• 10+ years of experience leading BPO operations, contact center operations, vendor performance management, or outsourced service delivery transformation in financial services, payments, fintech, or another regulated industry
• 10+ years of experience managing offshore service delivery operations with 300+ full-time employees across global partner environments, including the Philippines and/or India
• 8+ years of experience building and governing operating mechanisms such as performance scorecards, quality frameworks, service reviews, remediation plans, and merchant or customer outcome measurements
• 5+ years of experience managing and developing teams
• Experience with quality assurance systems, workforce management concepts, BPO commercial models, attrition management, and performance analysis in large-scale support environments
• Demonstrated ability to influence vendor executives and internal senior leaders, inspect site operations, and challenge reported results using measurable business outcomes
• Bachelor's degree or higher in business, operations, finance, management, or a related field, or equivalent combination of education, related experience and/or military experience

Qualifications

Experience with outcome-based commercial models, gainshare structures, and vendor consolidation decision-making

Experience supporting both technical support operating models in India and customer service scale-up models in the Philippines

Familiarity with artificial intelligence-enabled support tools, agent-assist platforms, translation tools, or accent support technology used to improve service quality and efficiency

Experience leading large-scale service transitions or re-platform initiatives in global support environments

Skills

• Strong leadership and team management skills
• Excellent communication and interpersonal skills
• Ability to manage multiple projects and priorities simultaneously
• Strong analytical and problem-solving skills
• Experience with vendor management and performance metrics
• Knowledge of BPO and outsourced service delivery best practices

Benefits

• Fuel Your Life program to support your physical, financial, social, and emotional well-being
• Paid holidays and generous time away policies
• No-cost mental health support through Employee Assistance Programs
• Living Proof program to recognize your peers’ extra effort with points redeemable for rewards
• Eight Employee Resource Groups to foster a collaborative culture and expand your network
• Unparalleled professional growth with training, development, and internal mobility opportunities
• Medical, dental, vision, life, and disability insurance options available from day one
• Tuition assistance and reimbursement program
• Paid parental and military leave