Global Director, Customer Experience

About the role

The Global Director of Customer Experience will lead quality and customer experience initiatives across multiple sites, ensuring consistent delivery and driving continuous improvement in key metrics such as NPS and overall quality scores.

Key responsibilities

• Collaborate with senior leadership to develop strategic plans and open communication systems across departments.
• Build, coach, and retain a team of quality leaders, expanding capabilities and bench strength.
• Drive continuous improvement of quality performance metrics, including customer experience and NPS.
• Select, train, develop, and manage direct reports, ensuring compliance with policies and legal requirements.
• Manage department resources to meet production and quality goals.
• Participate in cross‑functional strategic decisions to meet quality and service objectives.
• Identify, analyze, and resolve technical, process, and quality issues with decisive solutions.
• Recommend and enforce policy and procedure modifications aligned with company vision.
• Create departmental goals and maintain strong relationships with business stakeholders.
• Own and execute global initiatives such as Quality Framework deployment, standardization of practices, governance, and metrics reporting.
• Serve as primary quality point of contact for the client, ensuring consistent communication and expectations.
• Provide strategic guidance and mentorship to country‑level Quality Managers.
• Share responsibility with local teams for quality metrics tied to incentives and attend regular business reviews.

Required profile

• Bachelor’s degree or equivalent.
• Minimum 10 years of experience in the BPO industry, with 3‑5 years in QA leadership.
• Extensive experience in a customer support environment.
• Excellent English communication skills.

Required skills