Director Global BPO and Transformation

About the role

This role will oversee global outsourced service delivery and drive the governance, quality, and performance mechanisms that support a complex operating environment. The ideal candidate will partner closely with senior leaders, vendors, and frontline teams to improve customer outcomes, strengthen controls, and elevate execution across multiple regions.

Responsibilities

• Build and manage BPO performance and quality governance models
• Validate vendor performance using controls for customer outcomes
• Lead global service delivery transitions efficiently
• Create and implement vendor-specific improvement plans
• Engage with leadership and frontline teams through site inspections and town halls
• Coach senior leaders on effective vendor management
• Support strategic decisions with operational insights

Qualifications

• 10+ years in BPO operations or outsourced service delivery in regulated industries
• 10+ years managing offshore operations with large teams (300+ FTE)
• 8+ years developing operating mechanisms like performance scorecards and quality frameworks
• 5+ years of team management and development experience
• Experience with quality assurance systems and performance analysis in large support environments
• Proven skills in influencing senior leaders and challenging operational metrics
• Bachelor’s degree or higher in a relevant field, or equivalent experience

Benefits

• Well-being support program
• Generous paid time off and holiday policies
• Mental health support through EAP services
• Peer recognition and rewards program
• Diverse Employee Resource Groups for collaboration
• Professional growth through training and mobility
• Immediate access to health and life insurance options
• 401k match and employee stock purchase plan
• Tuition assistance and reimbursement
• Paid parental and military leave

Location: Remote – US based candidates only, no visa sponsorship available

Compensation: $155,000 – $215,000 annually