Director Global BPO and Transformation

About the role

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director Global BPO and Transformation based in the United States. This is a senior leadership opportunity focused on transforming global outsourced service delivery and strengthening the experience of merchants and customers.

Responsibilities

• Build and lead an enterprise-wide BPO performance and quality governance model, including scorecards, business reviews, action tracking, remediation processes, and cross-vendor performance comparisons.
• Establish controls that validate vendor performance against measurable merchant and customer outcomes, including 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 migration initiatives in the Philippines and technical support transitions in India.
• Partner with Quality Assurance, Centers of Excellence, Vendor Management, Procurement, and operations leaders to develop and enforce vendor-specific improvement plans.
• Travel to partner locations to assess frontline operations, engage site leadership, conduct town halls, and strengthen alignment between service teams and business priorities.
• Coach and influence senior executives and operations leaders, challenging ineffective governance, weak requirements, training gaps, and performance assumptions.
• Provide data-driven performance insights to support vendor consolidation, commercial strategy, RFP evaluations, and outcome-based or gainshare commercial models.
• Identify opportunities to improve service quality, operational efficiency, customer outcomes, and the overall effectiveness of global BPO partnerships.

Requirements

• 10+ years of experience leading BPO operations, contact center operations, vendor performance management, or outsourced service transformation, ideally within financial services, payments, fintech, or another regulated industry.
• 10+ years managing offshore service delivery operations involving 300+ full-time employees across global partner environments, particularly in the Philippines and/or India.
• 8+ years of experience designing and governing operating mechanisms such as performance scorecards, quality frameworks, service reviews, remediation programs, and customer outcome measurement.
• At least 5 years of experience managing, coaching, and developing teams.
• Bachelor’s degree or higher in business, operations, finance, management, or a related discipline, or an equivalent combination of education, professional experience, and/or military experience.
• Strong understanding of quality assurance, workforce management, BPO commercial models, attrition management, and performance analytics in large-scale support environments.
• Demonstrated ability to influence vendor executives and senior internal stakeholders while independently inspecting operations and challenging reported results using objective business metrics.
• Strong strategic thinking, operational judgment, analytical capability, and problem-solving skills.
• Excellent executive communication, negotiation, presentation, and stakeholder management abilities.
• Experience with outcome-based commercial models, gainshare structures, vendor consolidation, and RFP decision-making is highly desirable.
• Experience supporting technical support operations in India and customer service scaling in the Philippines is a strong plus.
• Familiarity with AI-enabled support technologies, agent-assist platforms, translation solutions, or accent-support tools is preferred.
• Experience leading large-scale service transitions, transformation programs, or re-platforming initiatives within global support organizations is advantageous.

Benefits

• Base salary range of $155,000–$215,000, with pay ranges potentially varying by state and certain positions eligible for commissions.
• Medical, dental, vision, life, and disability insurance available from day one.
• 401(k) matching and access to an Employee Stock Purchase Plan with discounted shares.
• Paid holidays and generous paid-time-off policies.
• Paid parental and military leave.
• No-cost mental health support through Employee Assistance Programs.
• Well-being resources supporting physical, financial, social, and emotional health.
• Peer recognition and rewards through an employee recognition program.
• Employee Resource Groups that foster inclusion, collaboration, and professional networking.
• Training, leadership development, career growth, and internal mobility opportunities.
• Remote work environment with opportunities for global collaboration and international travel.