Senior Director Operator Consulting

Duties And Responsibilities

• Develop and build a unified global culture of high performing talent
• Hire, nurture, mentor and develop talented teams
• Define functional ways of working, methodologies etc
• Define inter-functional processes, RACIs and training plans to ensure global understanding
• Ensure adherence to corporate standards
• Act as the point of escalation for regional teams
• Ensure quality of team output and commercial linkages to broader Foundever value offerings

Skills And Qualifications

• 10+ years working for Consulting organization, Systems integrators or CX BPO organizations
• Demonstrable commercial experience in CX organizations/ functions (deal shaping, design, terms)
• Bachelor’s or master’s degree in business management, Project management, Communications, or similar
• People Management: Demonstrable ability to coach, mentor and develop others. Demonstrable experience in building organizational units to high performance
• Sales Experience: This is a growth function; you are expected to be able to consultatively sell at an enterprise and executive standard. This includes communications, commercials and follow through to close deals. You are expected to enable your teams to do the same
• Stakeholder Engagement: Strong capability to influence and gain buy-in across a matrixed organization, including C-suite interaction
• Entrepreneurial Approach: Ability to build from concept to execution to success
• Change Management: Experience driving change and embedding new ways of working at scale
• Program Management: Track record of leading complex, cross-functional programs
• Communication Skills. The ability to tailor mass and individual communications to different audiences. Strong English fluency is required (written, oral). Strong presentation skills are required (ppt)
• Operational Process Management: Familiarity with revenue and cost tracking, capacity management, and ROI measurement within a global department
• Industry Knowledge: Understanding of emerging trends, technologies, and the ability to apply to varying verticals and niches
• Experience: 8 years in Advisory/ Consulting or CX Transformation roles (spanning delivery and management roles)
• Technology: Strong technology literacy (automation, AI, CCaaS, CRM etc)

About Foundever

About Foundever

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.