OPS Director

The Director of Global Operations is responsible for directing consistent, high-quality operational execution within their assigned business unit across high-volume service environments.

This leader manages day-to-day operations to ensure services are delivered efficiently, accurately, and in alignment with service level commitments. The role translates departmental priorities into disciplined execution through strong performance management, standardized processes, and localized continuous improvement initiatives.

What you’ll do: 

• Direct end-to-end operational delivery across departmental service lines

• Ensure consistent performance against SLA, quality standards and client expectations

• Oversee execution discipline through the application of standardized processes and team operating routines

• Maintain focus on accuracy, cycletime, and delivery predictability

• Own and drive performance against key operational metrics 

• Establish strong operating cadence (daily/weekly reviews, dashboards, accountability routines)

• Proactively identify and address performance gaps and risks

• Improve operational efficiency through process optimization, workload balancing, and resource alignment 

• Drive initiatives to reduce variability, improve throughput,  and optimize cost to service 

• Partner with functional teams to implement scalable and cost-effective delivery models at the local level

• Manage and develop a high-performing team of operational supervisors or professional employees

• Build a culture of accountability, ownership, and execution excellence

• Strengthen team capability and internal bench strength within the department

• Lead the adoption of AI-powered workflows and digital automation to optimize process efficiency and support enterprise-wide transformation.

• Collaborate with customer support and service teams to resolve system issues and improve outcomes 

• Work with cross-functional partners to coordinate resources and meet operational objectives within area of responsibility

What experience you’ll bring: 

• 8+ years of operational leadership experience in high-volume service or production environments

• Education: Bachelor’s degree in Business, Operations Management, or related field (Master’s degree / MBA a plus).

• Proven track record of leading large teams and delivering consistent performance at scale

• Strong operational and financial acumen, with experience in driving efficiency and productivity

• Experience driving efficiency, standardization, and continuous improvement

• Proven ability to lead in a complex, fast-paced environment

• Demonstrated experience driving AI, Machine Learning, and automation initiatives to streamline workflows, enhance operational agility, and realize cost efficiencies.

• Authentic, execution-focused leadership style with a strong bias for action, accountability, and follow-through 

• English and Spanish to interact with US counterparts and local teams effectively.

• Strong in developing leaders and building high-performing teams