Senior Director, Global Customer Operations

About the role

For our client, we are seeking a Senior Director, Global Customer Operations to join the team of a leader in the Finance & Insurance space. This leader will own the strategy and execution of a global customer service operation, with a strong emphasis on contact center performance, service quality, and operational efficiency. The role will partner closely with cross-functional teams to deliver a consistent experience across regions while supporting growth in international markets. In addition, this leader will guide a multi-layered team, strengthen vendor relationships, and drive transformation across the function.

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

Pay

$150,000 – $190,000 annually

Responsibilities

• Set and execute the strategy for the global contact center function.
• Enhance member and candidate experience while driving operational efficiency.
• Lead daily operations and manage a multi-layered leadership team.
• Own vendor performance, including managing SLAs and KPIs.
• Build and manage the function's annual budget and service delivery standards.
• Drive transformation within the team and develop leadership capabilities.
• Collaborate with cross-functional teams to ensure a consistent service experience.

Qualifications

• 5-7 years of senior leadership experience in customer service or operations roles.
• Experience managing outsourced or managed-service delivery in a hybrid environment.
• Proven change management experience in a global or multi-region service context.
• Hands-on experience with contact center technology, including CRM and workforce management systems.
• Substantial budget management experience for a department or functional area.
• Bachelor's degree required; advanced degree (MBA) preferred.
• Experience operating in international growth markets outside the US.

Benefits

• Comprehensive health coverage.
• Generous time off policy.
• Competitive retirement plans including a 12% employer contribution.
• Flexible work options available.
• Wellbeing and development programs offered.