Director of Customer Operations Delivery
Core
Shape the future of global Customer Operations within Customer Sales & Service, driving customer acquisition, conversion, retention, and revenue growth across English & Exams.
Role type
Senior Leader, Strategy & Operations Director
Builds
Global customer service, sales support, and digital operations
Domain
Education (English & Exams)
Deliverable
product features
Required skills
Strategic planning, commercial growth, operational excellence, digital innovation, workforce optimization, team leadership, governance, stakeholder management, budgeting
Preferred skills
Data-driven decision making, automation expertise, change management
Technologies
Digital services platforms, analytics tools
Responsibilities
Define and deliver 3–5 year Customer Operations strategy; Drive commercial growth through customer acquisition and retention; Advise the CSS Director on strategic planning and transformation; Champion operational excellence and automation; Lead B2C Sales, Digital Services Delivery, and Operations Delivery; Develop high-performing leadership teams; Establish governance and performance frameworks; Oversee global customer service and digital operations; Enhance customer experience via NPS and CSAT; Optimize workforce planning and resource allocation; Maintain global standards for operational resilience; Build strategic partnerships across internal teams; Influence senior stakeholders; Lead operational planning and budgeting.
