Head of Global Customer Operations Strategy – Chief of Staff
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Job Description
Customer operations strategy chief of staff partnering with LexisNexis executives on global planning, governance, and transformation. Driving workforce capacity, AI automation, financial planning, and operational execution.
Responsibilities:
- Prepare the SVP for key engagements through concise briefings, recommendations, positioning, and follow-up
- Shape board-level, C-suite, and executive materials into clear, decision-ready narratives
- Partner with Finance and the SVP on budgets, forecasts, variance analysis, and business cases
- Lead strategic capacity planning across regions, linking demand, service commitments, workforce supply, automation benefits, cross-skilling, and financial constraints
- Govern workforce actions and change readiness, including redeployment, cross-skilling, site disruption planning, and approved workforce changes
- Partner with HR, Finance, and regional leaders on workforce planning, organization design, capabilities, succession, and talent actions
- Establish governance with RELX shared services leadership in the Philippines and the SVP
- Design and run the SVP’s leadership operating rhythm, including agendas, decision framing, pre-reads, action tracking, and follow-through
- Maintain decision logs, escalation discipline, and cross-functional dependency management
- Establish consistent business reviews with business units and Managing Directors using common metrics and trusted data
- Protect SVP focus on highest-value priorities and move strategic programs from design to execution
- Build relationships across Product, Technology, Sales, Marketing, Finance, HR, Legal, and business units
- Represent GCO in enterprise transformation forums
- Maintain a forward-looking view of REPH workforce delivery capacity, including joiners, leavers, internal movement, demand outlook, and site-level risks
- Coordinate scaled workforce actions with REPH, HR, Finance, and regional leaders
- Translate approved technology and automation benefits into workforce and capacity plans aligned to GCO priorities
Requirements:
- Progressive leadership experience in customer operations, business operations, strategy, management consulting, or a related discipline, including global or multi-region experience
- Demonstrated success in a Chief of Staff, strategy, business operations, transformation, or comparable role supporting a senior executive
- Proven ability to build and execute multi-year operational strategies with measurable customer, financial, and operational impact
- Experience leading experienced professionals and, ideally, people leaders
- Exceptional executive communication skills for board, C-suite, and senior leadership audiences
- Strong financial and analytical acumen, including budget planning, business cases, performance measurement, and KPI design
- Ability to influence senior stakeholders and drive outcomes without direct authority
- Experience in global customer operations, contact center, service delivery, or another high-volume customer environment
- Experience building data-driven operating models, performance-management systems, and analytical capabilities
- Working fluency with AI and automation in customer operations, including organizational and workforce implications
- Experience supporting transformation, scaling, restructuring, or operating-model change across multiple geographies
Benefits:
- Annual incentive bonus eligibility
- Wellbeing initiatives
- Shared parental leave
- Study assistance
- Sabbaticals
- Flexible working hours
- Country-specific benefits
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