Senior Director Operator Consulting

Accountabilities

The Senior Director Operator Consulting will be responsible for establishing, scaling, and leading the Operator Consulting organization while driving commercial growth, client transformation initiatives, and operational excellence. This role requires strategic vision, strong leadership capabilities, and the ability to translate business opportunities into impactful consulting solutions.

• Build and develop a high-performing Operator Consulting organization, evolving the function from an emerging team into a mature, scalable capability.
• Evolve a unified culture focused on collaboration, innovation, accountability, and continuous development.
• Recruit, mentor, coach, and develop consulting leaders and teams to achieve exceptional performance.
• Define operating models, methodologies, processes, training plans, and governance frameworks to support global consistency.
• Ensure alignment with organizational standards while acting as a senior escalation point for regional consulting teams.
• Own and develop consulting pipelines across business development, retention, account expansion, and strategic opportunities.
• Deliver executive-level consulting guidance and transformation recommendations to enterprise clients.
• Shape transformation strategies, commercial narratives, and value propositions for major client engagements.
• Collaborate with sales, account management, and business development teams to support consultative selling and revenue growth.
• Develop and enable consulting leads responsible for client transformation programs and contracted outcomes.
• Ensure the quality, effectiveness, and measurable impact of consulting deliverables.
• Support presales initiatives, industry events, marketing activities, and the development of new market-facing solutions.
• Build cross-functional communities, learning pathways, and professional development programs for consulting teams.
• Drive adoption of emerging technologies and innovative approaches, including AI, automation, and customer experience platforms.

Requirements

• The ideal candidate is a seasoned consulting leader with extensive experience building teams, managing enterprise transformations, and driving commercial growth within customer experience, consulting, technology services, or related environments.
• They should combine strategic thinking with strong execution skills and the ability to influence senior stakeholders.
• 10+ years of experience within consulting organizations, systems integrators, CX organizations, or BPO environments.
• Demonstrated experience in customer experience transformation, consulting engagements, deal shaping, and commercial strategy.
• Bachelor’s or master’s degree in business management, project management, communications, or a related discipline.
• Proven ability to build, lead, mentor, and scale high-performing teams.
• Strong consultative sales experience with the ability to engage enterprise executives and support complex deal cycles.
• Exceptional stakeholder management skills, including experience influencing C-suite leaders within matrixed organizations.
• Entrepreneurial mindset with the ability to create strategies, establish processes, and deliver measurable results.
• Experience leading large-scale change management initiatives and embedding new operating models.
• Strong program management capabilities with experience managing complex, cross-functional initiatives.
• Excellent written and verbal communication skills, with strong presentation abilities and executive-level storytelling.
• Experience managing operational performance metrics, revenue tracking, capacity planning, and ROI measurement.
• Deep understanding of emerging technologies, including AI, automation, CRM platforms, and customer experience solutions.
• Strong industry knowledge and ability to apply consulting expertise across different sectors and business models.

Benefits

• Opportunity to lead and shape a growing consulting organization with significant strategic impact.
• Work with global enterprise clients on complex transformation initiatives.
• Leadership role at the intersection of customer experience, technology, and innovation.
• Opportunity to develop high-performing teams and future consulting leaders.
• Collaborative environment with exposure to senior executives and cross-functional stakeholders.
• Able to influence new consulting offerings, methodologies, and market strategies.
• Competitive compensation package and professional growth opportunities.
• Access to a global network of experts and innovative technology capabilities.