Director Global BPO and Transformation in New York at Jobgether
NewJob Function: Executive/Management
Jobgether
New York, 10455, United States
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Job Description
Director Global BPO and Transformation
Accountabilities
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director Global BPO and Transformation based in the United States.
This is a senior leadership opportunity focused on transforming global outsourced service delivery and strengthening the experience of merchants and customers.
You’ll shape the business strategy and operating model for BPO partnerships across global vendors, sites, and products.
The role combines performance governance, service quality, operational transformation, and executive stakeholder management.
You’ll lead major service transitions while establishing measurable standards for resolution quality, efficiency, and customer outcomes.
Working across operations, quality, procurement, vendor management, and partner leadership, you’ll influence decisions that shape the future of global support.
The position offers significant visibility, including engagement with senior executives and travel to international partner locations.
It is ideal for an experienced transformation leader who thrives in complex, global, regulated environments and is motivated by measurable business impact.
- Build and lead an enterprise-wide BPO performance and quality governance model, including scorecards, business reviews, action tracking, remediation processes, and cross-vendor performance comparisons.
- Establish controls that validate vendor performance against measurable merchant and customer outcomes, including first-contact resolution, repeat contacts, avoidable transfers, callback compliance, critical defects, and complete issue resolution.
- Lead the business-side execution of global service delivery transitions, including customer service migration initiatives in the Philippines and technical support transitions in India.
- Establish readiness assessments, certification gates, nesting standards, and go/no-go decision processes to ensure successful service transitions.
- Partner with Quality Assurance, Centers of Excellence, Vendor Management, Procurement, and operations leaders to develop and enforce vendor-specific improvement plans.
- Travel to partner locations to assess frontline operations, engage site leadership, conduct town halls, and strengthen alignment between service teams and business priorities.
- Coach and influence senior executives and operations leaders, challenging ineffective governance, weak requirements, training gaps, and performance assumptions.
- Provide data-driven performance insights to support vendor consolidation, commercial strategy, RFP evaluations, and outcome-based or gainshare commercial models.
- Lead, develop, and empower teams by establishing priorities, driving accountability, and strengthening leadership capabilities across functions supporting outsourced operations.
- Identify opportunities to improve service quality, operational efficiency, customer outcomes, and the overall effectiveness of global BPO partnerships.
- 10+ years of experience leading BPO operations, contact center operations, vendor performance management, or outsourced service transformation, ideally within financial services, payments, fintech, or another regulated industry.
- 10+ years managing offshore service delivery operations involving 300+ full-time employees across global partner environments, particularly in the Philippines and/or India.
- 8+ years of experience designing and governing operating mechanisms such as performance scorecards, quality frameworks, service reviews, remediation programs, and customer outcome measurement.
- At least 5 years of experience managing, coaching, and developing teams.
- Bachelor’s degree or higher in business, operations, finance, management, or a related discipline, or an equivalent combination of education, professional experience, and/or military experience.
- Strong understanding of quality assurance, workforce management, BPO commercial models, attrition management, and performance analytics in large-scale support environments.
- Demonstrated ability to influence vendor executives and senior internal stakeholders while independently inspecting operations and challenging reported results using objective business metrics.
- Strong strategic thinking, operational judgment, analytical capability, and problem-solving skills.
- Excellent executive communication, negotiation, presentation, and stakeholder management abilities.
- Experience with outcome-based commercial models, gainshare structures, vendor consolidation, and RFP decision-making is highly desirable.
- Experience supporting technical support operations in India and customer service scaling in the Philippines is a strong plus.
- Familiarity with AI-enabled support technologies, agent-assist platforms, translation solutions, or accent-support tools is preferred.
- Experience leading large-scale service transitions, transformation programs, or re-platforming initiatives within global support organizations is advantageous.
- Candidates must have valid and unrestricted U.S. work authorization and must not require current or future sponsorship.
- Base salary range of $155,000–$215,000, with pay ranges potentially varying by state and certain positions eligible for commissions.
- Medical, dental, vision, life, and disability insurance available from day one.
- 401(k) matching and access to an Employee Stock Purchase Plan with discounted shares.
- Paid holidays and generous paid-time-off policies.
- Paid parental and military leave.
- Tuition assistance and reimbursement programs.
- No-cost mental health support through Employee Assistance Programs.
- Well-being resources supporting physical, financial, social, and emotional health.
- Peer recognition and rewards through an employee recognition program.
- Employee Resource Groups that foster inclusion, collaboration, and professional networking.
- Training, leadership development, career growth, and internal mobility opportunities.
- Remote work environment with opportunities for global collaboration and international travel.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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Job Location
New York, 10455, United States
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