Sr. Director, Consumer Servicing Operations

Qualified Experience

• 15+ years of progressive leadership experience in contact center, customer operations, or service delivery across multiple countries (e.g., India, South Africa, etc).
• Large/Globally distributed team management experience.
• Ability to drive engagement, performance and meet critical KPIs and service standards.
• Strong experience with multiple contact center technologies (Amazon Connect, LivePerson, etc).
• Strong background in workforce economics, demand planning, and productivity optimization.
• Experience working with and implementing modern automation solutions (conversational and generative AI), process/intelligent automation, etc.
• Experience planning and leading ops and/tech transformation initiatives across a distributed team delivering tangible business impact.
• Experience leading hybrid, offshore, or outsourced delivery models.
• Bilingual in English and French, an asset.
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