Director, Global Solutions & Innovation

Overview

Are you excited about developing winning solutions? Foundever™ is seeking a Director, Global Solutions & Innovation. This role offers the opportunity to work with other departments across Foundever™ and be a part of a culture of creativity, connection, and commitment. 

Job Summary

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. 

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.
 

•    Winner of Comparably’s Award for Best Global Culture in 2022 and 2021
•    Gold Stevie Award Winner for Great Employers
•    We foster an exciting culture of creativity, connection, and commitment. 
 

Read more about or culture: Foundever™ Stories.

Responsibilities

The Director, Global Solutions and Innovation role is focused on revenue generation and will be involved in leading and managing the solution design for BPO (Business Process Outsourcing) opportunities, including, but not exclusively, customer service, technical support, sales, and back office services – and how digital solutions, especially the ones provided by the Sitel Group of companies, may be effectively integrated into these solutions. This role will add value to client organizations throughout the sales process, ensuring an effective transition to the implementation team. In addition to providing world-class solutions, this role also includes aspects of sales, commercial and contractual support.

THIS ROLE IS VIRTUAL.  MUST HAVE EXPERIENCE IN CONTACT/CALL CENTERS 

• Work with Sales team, Win teams, Bid Management team, and other departments across Sitel, to develop winning solutions that integrate people, processes, and technology from the Sitel Group of companies.
• Develop and complete high class responses to RFIs/RFPs/RFQs (Requests For Information / Proposal / Quotation) and other company sales collateral.
• Evaluate and analyze client requirements and provide detailed solutions to meet those needs.
• Identify opportunities for BPO work with new and existing clients through a combination of experience, interviews, workshops, analysis and data interpretation.
• Work on transformational projects and strategic client initiatives that require process reengineering, innovation and proactive approaches. 
• Assist with management of the bid process from qualification to client delivery through resource management, solution designs, content creation, document reviews, and presentations.
• Provide leadership of Win Teams in conjunction with the Bid Management resource, to ensure high quality, added value and winning solutions, alignment with timeframes and output expectations.
• Ensure all materials are written in a professional manner, reviewing for the quality of output.
• Evaluation and analysis of client objectives and requirements; collaboration with Sales team in evaluating multi-geography strategic and operational solutions and commercial approach.
• Development of world class customized service solutions in conjunction with Operational, Technical, Finance, Legal and Implementation teams.
• Identification of internal risks, client risks and on-going risk management of the solution through to the implementation handover. 
• Participation in client presentations, site visits and the due diligence processes at client sites.
• Liaise between Sales Team, Win Team and wider organization.
• Gather information from a range of sources (wider Sitel, internet, industry magazines, competitor profiling, etc.) for use in sales documents and strategies.
• Develop and maintain knowledge of certain industry verticals.
• Take personal responsibility to understand and comply with all company and client security requirements and policies.
• Perform any other reasonable duties that may be requested.

Qualifications

• Bachelor’s degree or relevant industry experience.
• Minimum four to six years related experience.
• Fully understand contact center operations, sizing, pricing, business dynamics, and how improvements and innovation might be delivered.  
• Experience with Digital Solutions related to customer experience interactions is a plus. 
• Thought leadership / proven leadership skills.
• Ability to motivate, collaborate with, and influence people enterprise-wide.
• Ability to produce world-class sales proposals that facilitate wins.
• Ability to present information in a clear and understandable manner.
• Creativity and innovation.
• Ability to work under pressure and in ambiguity.
• Energetic and self-motivated, with a keen desire to make a difference.
• Good communicator (both verbally and in writing), able to build strong working relationships.
• Attention to detail and focus on accepting only the best.
• Excellent written and oral communication skills; comfortable working with senior managers, directors and executives.
• Commercial acumen.
• Robust proposal writing and presentation skills.
• Excellent working knowledge of Microsoft Office (Word, Excel and PowerPoint).
• Proven project management skills, with a high energy level.

Travel:

• Travel required up to 25%. Work activity is client-driven so flexibility to work at a different location, on occasion, may be required.

Our Perks

• Competitive salaries, benefits, 401K contribution matching and paid time off.
• Onsite and remote work at home available (depending on the market).
• Growth opportunities through various development programs.
• Employee discounts.
• Excellent work culture.

Salary Range Proposal

The base pay range for this position is $120k-$140k per year; however, the base pay offered may vary depending on location, job-related knowledge, education, skills, and experience. 

Pre-employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

Foundever™ is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.