About Foundever ™

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.

Job Summary:

The Global Operations Director is responsible for the strategic leadership and operational excellence of customer contact management across multiple global locations. This role orchestrates human and material resources across diverse geographies to ensure seamless service delivery, high-level profitability, and brand consistency. The Director serves as a bridge between regional execution and corporate strategy, managing the complexities of cultural diversity and varied lines of business (LOBs).

Duties and Responsibilities:

Profitable Business Growth 50%: across all clients within the site, including: Forecasting/Resource planning and prioritization. Achieves site revenue and profit goals. Establishes, monitors and maintains priorities within the site to meet client, facility and corporate goals.  Escalates site resource constraints to appropriate level(s) of management.

Associate satisfaction 20%: Obtains and retains the best talent.  Works with Human Resources to address associate and labor issues, as necessary.  Ensures that appropriate resources are available for associate mentoring/development and management development.

Client Relationships 30%: Nurtures client relationships.  Ensures that processes are in place to consistently deliver solutions to clients in a proactive manner to enhance the quality of and decrease the cost-of-service delivery.

Multi-Site Strategic Oversight: Directs the successful operation of multiple global contact centers, ensuring consistent performance, quality, and contribution goals are met across all jurisdictions.

• Global P&L & Fiscal Management: Demonstrates advanced fiscal stewardship by managing budgets across different currencies and economic environments to achieve global profitability targets.
• Cross-Cultural Leadership: Leads and inspires diverse, multi-national teams. Navigates cultural nuances and labor laws to maintain high associate satisfaction and a unified corporate culture across all sites.
• Process Harmonization & Innovation: Standardizes operating systems, policies, and procedures globally while allowing for necessary local adaptations. Leads large-scale process improvement efforts to drive efficiency and scalability.
• LOB Diversification: Manages a complex portfolio of service offerings, specifically supporting both Sales and Service lines of business (LOBs) to maximize client value and revenue growth.
• Executive Talent Development: Provides mentorship and development opportunities for site-level management teams worldwide, ensuring a robust leadership pipeline and consistent training standards for supervisors globally.
• Global Client Partnership: Acts as a high-level strategic partner to multi-site clients, ensuring their global footprint is supported by cohesive operational strategies.
• Corporate & Community Representation: Represents Foundever as a global industry leader, balancing corporate-wide goals with a commitment to local community impact in every region of operation

Independent Decisions Expected:

• Setting of priorities within the site
• Communication and escalation of client issues to appropriate level(s) of Operations management
• Allocation of site resources to meet corporate and client objectives
• In partnership with Human Resources, labor relations and personnel management
• Achievement of budgetary and client goals/ expectations
• Financial and client decisions in absence of next-level management
  
  

Recommendations Expected:

• Associate satisfaction plans
• Client and site strategies to meet corporate goals and objectives
• Associate career planning and development plans
• Operational recommendations
  
  

Qualifications Required:

• 7-9 years of industry-related experience, including 2-4 years of contact center managerial experience or 10+ years of professional-level business management experience, including 2-4 years managerial experience.
  
• 4-year college degree or equivalent directly related work experience
• Demonstrated strong fiscal management skills in a P&L environment.  Excellent leadership and interpersonal skills.  Excellent verbal and written communication skills.  Demonstrated strong facilitation and presentation skills.  Demonstrated strong project management and planning skills in order to successfully manage multiple simultaneous projects.  Solid computer skills, including use of products in the Microsoft Office suite. 
• Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job) 
• Demonstrated strong ability to analyze processes, enact change and think operationally and strategically to achieve business goals.  Demonstrated ability to manage large groups of people (100+) in a site environment and to work effectively as a business partner within a larger client framework.  Demonstrated ability to successfully manage excellent customer/client relationships.
  
• Knowledge of technology industry, call center operations, and facilities management.