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Role Description

This senior leadership role oversees the strategy, operational excellence, and global performance of multi-site customer contact operations. The Global Operations Director is responsible for aligning regional execution with corporate goals, driving profitability, and ensuring consistent service delivery across diverse geographies. This role manages complex portfolios, standardizes processes, and fosters cross-cultural teams while delivering exceptional client experiences. You will be a strategic partner to multi-site clients, mentor leadership teams, and lead large-scale initiatives that balance efficiency, scalability, and innovation. This position requires a visionary leader with strong fiscal acumen, operational insight, and the ability to harmonize global operations while respecting local nuances.

• Drive profitable business growth across all global sites, managing forecasting, resource allocation, and prioritization to meet revenue and profit targets.
• Ensure high associate satisfaction by recruiting top talent, addressing labor issues, and providing mentorship and development opportunities for site-level management teams.
• Cultivate and maintain strategic client relationships, ensuring consistent delivery of solutions that enhance quality and reduce cost-of-service.
• Oversee the operations of multiple global contact centers, standardizing processes, policies, and procedures while allowing for local adaptations.
• Manage global P&L and fiscal responsibilities, navigating multiple currencies and economic environments to achieve profitability targets.
• Lead cross-cultural teams, inspiring performance, engagement, and adherence to corporate culture across all regions.
• Support LOB diversification by managing service offerings for Sales and Service lines, maximizing client value and revenue growth.
• Represent the organization at corporate and community levels, balancing global objectives with local impact initiatives.

Qualifications

• Bachelor’s degree or equivalent work experience.
• 7–9 years of industry-related experience, including 2–4 years in contact center management, or 10+ years of professional business management experience with managerial oversight.
• Demonstrated fiscal management expertise and experience managing P&L responsibilities.
• Strong leadership, interpersonal, verbal, and written communication skills.
• Proven project management and planning capabilities, with experience managing multiple simultaneous initiatives.
• Ability to analyze processes, implement operational changes, and think strategically to achieve business objectives.
• Experience managing large teams (100+ employees) in multi-site environments.
• Knowledge of technology industry operations, call centers, and facilities management.
• Willingness to travel regularly (up to 25%).

Benefits

• Competitive salary commensurate with experience.
• Comprehensive health, dental, vision, and disability insurance.
• Retirement plan options including 401(k) with company contributions.
• Paid time off and flexible leave policies.
• Opportunities for global leadership development and mentorship.
• Exposure to multi-national client operations and strategic projects.
• Flexible work arrangements and hybrid or remote options where applicable.