Global Customer Service Director

Maximize Your Impact with TPWelcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.As a Great Place to Work certified in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.Job Summary / OverviewThis role identifies improvement opportunities across multiple sites and locations, challenging the norm to drive continuous improvement and ensuring consistent delivery across all sites within the area of responsibility. The role shares operational best practices and represents the operation in front of the client, in cooperation with Client Management. It is responsible for implementing TP’s operational framework and accountable for ensuring compliance within the area of responsibility.Key Responsibilities and AccountabilitiesOrganizational Structure & ResourcingImplement the Global Organizational Structure and Roles & Responsibilities BlueprintEnsure alignment and engagement across Global, Regional, and Local teams in line with operational standardsIdentify and onboard global resources according to defined roles and structuresKPIs, Reporting & DataEstablish and maintain internal KPIs, reporting standards, and performance dashboardsValidate and review KPIs with Local Service Delivery Managers (L-SDMs) to ensure data accuracy and business relevanceEnsure L-SDMs understand, interpret, and manage data per Global standardsQuality, Process & Training (QPT)Implement the Global Quality, Process, and Training Management BlueprintOversee alignment between Global and Local QPT teamsContinuous Improvement & ExecutionDrive continuous improvement by identifying fail points, anomalies, and clarification needsEnsure operational teams follow defined processes, timelines, and deliverables, with follow-up through to completionClient CommunicationManage intra-daily, daily, and weekly client communications, including Weekly Business Reviews (WBRs)Qualifications and Professional BackgroundTarget level: Managers and DirectorsEducation: Bachelor’s degree in a related discipline, or equivalent experienceExperience:5+ years in account management, service delivery, or operations within BPO or customer service2+ years leading managers across multiple sites or countriesCertification: Six Sigma with DMAIC experience (preferred)Tools: Proficient in Google Workspace (Sheets, Docs, Slides, Keep, Drive); comfortable with data and reporting toolsLanguage: English at CEFR C1/C2Key CompetenciesStakeholder influence: Builds relationships quickly and influences senior stakeholdersLeadership: Strong leader, able to challenge constructivelyAnalytical thinking: Structured, organized, and analytical, with strategic thinkingExecution: Hands-on and solution-oriented under pressureCollaboration: Strong client focus and team collaborationPre-Employment ScreeningsBy TP policy, employment in this position will be contingent on your successful completion of and passage of a comprehensive background check, including global sanctions and watchlist screening.Important | Policy on Unsolicited Third-Party Candidate SubmissionsTP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.Culture & BelongingAt TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate on the basis of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.#LI-KG1 #LI-Remote