Director Global BPO and Transformation

📋 Description

• Lead enterprise-wide BPO performance governance and vendor management across global sites
• Drive service delivery transitions, migrations, and readiness processes
• Provide data-driven insights to support vendor consolidation and RFP decisions
• Coach senior executives and cross-functional teams to improve service quality and outcomes
• Travel to partner locations to assess operations and align with business priorities

🎯 Requirements

• 10+ years leading BPO/contact center operations or outsourced transformation
• Experience managing offshore delivery with 300+ FTEs (Philippines/India)
• 8+ years designing scorecards, quality frameworks, and outcome measurement
• 5+ years coaching and developing teams
• Bachelor’s degree or equivalent in business/operations/finance
• Strong QA, WFM, and analytics in large-scale support environments

🎁 Benefits

• Base salary range of $155,000–$215,000, varies by state; some positions eligible for commissions
• Medical, dental, vision, life, and disability insurance from day one
• 401(k) matching and Employee Stock Purchase Plan
• Paid holidays and generous PTO
• Paid parental and military leave; tuition assistance
• No-cost mental health support; well-being resources