Regional Strategy & Operational Leadership

We are seeking a Regional Strategy & Operational Leadership professional to provide strategic leadership and overall direction for Customer Operations across the assigned region. The successful candidate will translate enterprise and global Customer Operations strategies into clear regional priorities, operating plans, performance objectives, and measurable outcomes.

Responsibilities:

Regional Strategy & Operational Leadership

• Provide strategic leadership and overall direction for Customer Operations across the assigned region, ensuring alignment with global strategy, business priorities, and customer expectations.
• Translate enterprise and global Customer Operations strategies into clear regional priorities, operating plans, performance objectives, and measurable outcomes.
• Own regional operational performance across key measures including service levels, customer experience, quality, productivity, efficiency, backlog, responsiveness, and other critical business metrics.
• Establish strong operating rhythms, performance governance, and accountability mechanisms across countries, teams, and service areas.
• Identify emerging operational challenges and opportunities and take timely action to protect customer experience and business performance.
• Balance global process consistency with appropriate regional flexibility based on customer, market, regulatory, and business requirements.

Customer Experience & Service Excellence

• Champion a customer-first operating culture and ensure customer experience remains central to operational decision-making.
• Leverage customer insights, operational analytics, trends, and voice-of-customer feedback to identify root causes and drive sustainable improvements.
• Lead the resolution of complex, high-impact, and executive-level customer issues and ensure systemic issues are addressed beyond immediate resolution.
• Partner with commercial and business leaders to understand changing customer expectations and translate them into operational capabilities.
• Drive continuous improvement in customer satisfaction, loyalty, accessibility, responsiveness, and overall service experience.

Operational Excellence & Transformation

• Lead regional transformation initiatives focused on simplifying processes, improving service delivery, increasing productivity, and enhancing customer experience.
• Champion adoption of digital capabilities, automation, analytics, self-service solutions, and emerging technologies that improve scalability and effectiveness.
• Drive process standardization and continuous improvement while ensuring solutions remain appropriate for regional business requirements.
• Identify structural, process, technology, and capability gaps and develop strategies to address them.
• Lead significant organizational and operational change, ensuring effective stakeholder engagement, adoption, and sustained business results.
• Build a culture of continuous improvement, innovation, disciplined execution, and data-driven decision-making.

People & Organizational Leadership

• Lead, develop, and inspire a diverse organization of leaders and teams across multiple countries, locations, and cultures.
• Build strong leadership capability and establish clear expectations for performance, accountability, collaboration, and customer focus.
• Develop succession pipelines and strengthen organizational capability through talent development, coaching, and strategic workforce planning.
• Partner with HR and business leadership on organization design, workforce strategy, capability development, and succession planning.
• Create an inclusive environment that enables teams to perform at their best and effectively collaborate across geographic and functional boundaries.

Workforce, Capacity & Resource Management

• Ensure regional workforce and capacity strategies are aligned with customer demand, service expectations, business growth, and productivity objectives.
• Provide leadership over resource planning, demand forecasting, capacity management, and organizational requirements.
• Anticipate changes in customer demand and business priorities and ensure the organization has the appropriate capabilities and capacity to respond.
• Drive responsible management of resources and identify opportunities to improve productivity, scalability, and cost-to-serve.
• Partner with Finance and business leaders on operational planning, resource requirements, investment priorities, and productivity opportunities.

Executive & Cross-Functional Leadership

• Represent Customer Operations in regional and global leadership forums, business reviews, strategic planning sessions, and executive discussions.
• Serve as a trusted advisor and strategic partner to senior leaders on customer operations, service performance, organizational capability, and transformation.
• Partner across functions including Commercial, Supply Chain, Finance, IT/Digital, Quality, HR, and other enterprise teams to resolve complex issues and improve end-to-end customer outcomes.
• Influence across organizational boundaries and drive alignment where accountability, priorities, and stakeholders span multiple functions and geographies.
• Build strong relationships with regional and global stakeholders and ensure transparent communication regarding performance, risks, opportunities, and strategic priorities.

Governance, Risk & Business Continuity

• Ensure Customer Operations comply with applicable company policies, regulatory requirements, quality standards, internal controls, and risk-management expectations.
• Establish appropriate governance and escalation mechanisms for operational risks and critical customer issues.
• Ensure effective business continuity and operational resilience plans are established and maintained across the region.
• Proactively identify operational, organizational, customer, and service-delivery risks and ensure appropriate mitigation strategies are implemented.