Director Service Transformation and Strategy

About the role

As Director, Service Transformation & Strategy, you will serve as the strategic and analytical engine behind a growing global service operations portfolio. You will build transformation roadmaps, leadership narratives, analytics, and decision-support materials that help senior leaders move from strategy to execution.

Responsibilities

• Create and maintain the integrated transformation roadmap across active workstreams, including business process outsourcing (BPO) re-platforming, knowledge and artificial intelligence (AI), quality, workforce strategy, vendor consolidation, and service model evolution
• Create executive-ready presentations, strategy updates, and reporting materials that communicate progress, surface risks, frame trade-offs, and support decisions for senior leadership
• Define, track, and analyze key performance indicators (KPIs), dashboards, business cases, and root cause analyses to evaluate initiative performance and turn data into actionable recommendations
• Lead cross-functional working sessions with partners across Operations, Product, Technology, Vendor Management, Quality Assurance (QA), Training, and Commercialization to align priorities, resolve blockers, and drive accountability
• Deliver targeted strategic support, including deep-dive analyses, vendor comparisons, consolidation frameworks, and rapid-turn decision artifacts for leadership needs
• Lead and develop analysts, including talent from analyst programs, by providing coaching, context, and quality standards that strengthen portfolio execution
• Partner directly with senior and executive leaders to synthesize ambiguity into structured plans, clarify interdependencies, and help ensure decisions translate into sustained outcomes

Requirements

• 8+ years of experience in management consulting, strategy, transformation, service operations, and/or portfolio or program execution roles supporting complex, cross-functional business initiatives
• 4+ years of experience managing and developing teams, including coaching analysts and driving high-quality deliverables across multiple concurrent workstreams
• 8+ years of experience building executive presentations, strategic narratives, business cases, and decision-support materials for senior leadership audiences using PowerPoint and data-driven storytelling
• 8+ years of experience analyzing operational performance through KPI frameworks, dashboard development, root cause analysis, and strategic recommendations using Excel, reporting tools, and related analytics methods
• Demonstrated experience influencing cross-functional stakeholders across Operations, Product, Technology, Vendor Management, QA, Training, and Commercialization without direct authority
• Bachelor's degree or higher in business, finance, operations, analytics, or a related field, or equivalent combination of education, related experience and/or military experience

Qualifications

• Experience in contact center, BPO, or service operations environments involving vendor management, workforce strategy, quality, and transformation initiatives
• Experience in financial services, fintech, or payments environments with regulatory, operational, and cross-functional complexity
• Experience moving from consulting delivery into an embedded operating role with ongoing ownership of outcomes
• Experience supporting global service operations portfolios across multiple stakeholders and business priorities

Skills

• Strong project management and organizational skills
• Excellent communication and presentation skills
• Ability to influence and collaborate with cross-functional teams
• Proficiency in Microsoft Office Suite, particularly PowerPoint and Excel
• Experience with data analysis and reporting tools

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