Senior Director, Global Customer Operations
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Job Description
Senior Director leading CFA Institute’s global contact center strategy, vendors, budget, and transformation. Improving member and candidate service across worldwide operations.
Responsibilities:
- Set and execute strategy for the global contact center function, partnering closely with the COO on wider Operations priorities
- Protect and elevate the member and candidate experience while driving operational efficiency
- Partner across Membership, Education, Marketing, and Technology to maintain consistent service experience
- Lead day-to-day delivery across the hybrid model
- Lead a multi-layered leadership team of managers and senior managers across internal staff and managed-service partners
- Own vendor performance, manage relationships, enforce SLAs and KPIs, and lead contract and commercial discussions with Procurement, Legal, and Finance
- Build and manage the function's annual budget
- Set policies, procedures, and quality standards governing service delivery
- Lead active transformation, assess the current model, drive meaningful service-delivery changes, and develop the leadership bench
Requirements:
- Proven, senior-level experience leading a contact center, customer service, or operations function, including within a hybrid or vendor-managed delivery environment
- Proven experience operating in a global or multi-region service environment, ideally supporting international growth markets outside the US
- Proven change management experience, leading a team through significant, sustained change to how it operates
- Proven experience managing outsourced or managed-service vendor relationships, including SLA/KPI governance
- Hands-on experience with contact center technology platforms, such as CRM and workforce management (WFM) systems
- Substantial experience owning or managing a budget for a department or functional area
- Bachelor's degree; advanced degree (e.g., MBA) or equivalent experience
- Awareness of multilingual or localization considerations in service delivery
- Ability to work across different regions and time zones
- Up to approximately 10% travel, including occasional vendor-site visits and travel between U.S. and U.K. locations
Benefits:
- Eligibility for an annual discretionary incentive bonus
- 12% employer contribution to a 401(k) or pension plan
- Comprehensive medical benefits package
- Health coverage
- Generous time off
- Competitive retirement plans
- Flexible work options
- Wellbeing and development programs
- Some travel required, including occasional vendor-site visits and travel between U.S. and U.K. locations
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