Senior Director, Global Customer Operations

CFA Institute

. Set and execute strategy for the global contact center function, partnering closely with the COO on wider Operations priorities .

Posted 9/18/2026full-timeRemote • Florida • United StatesSenior💰 $150,000 - $190,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading global contact center operations, managing vendor relationships, and driving change management initiatives. Proficient in budget management and enhancing service delivery standards while ensuring a positive member and candidate experience.

Highest-signal resume keywords

Global Contact Center LeadershipChange Management ExperienceVendor Relationship ManagementBudget ManagementContact Center Technology Platforms

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Contact Center OperationsSLA GovernanceKPI ManagementBudget ManagementChange Management

Soft Skills

Cross-Functional CollaborationLeadershipStrategic ThinkingCommunication

Tools & Technologies

CRM SystemsWorkforce Management Systems

Certifications & Qualifications

Bachelor's DegreeAdvanced Degree (e.g., MBA)

Industry Keywords

Hybrid Delivery EnvironmentMultilingual ConsiderationsService Delivery StandardsOperational Efficiency

About the role

Key responsibilities & impact

Set and execute strategy for the global contact center function, partnering closely with the COO on wider Operations priorities
Protect and elevate the member and candidate experience while driving operational efficiency
Partner across Membership, Education, Marketing, and Technology to maintain consistent service experience
Lead day-to-day delivery across the hybrid model
Lead a multi-layered leadership team of managers and senior managers across internal staff and managed-service partners
Own vendor performance, manage relationships, enforce SLAs and KPIs, and lead contract and commercial discussions with Procurement, Legal, and Finance
Build and manage the function's annual budget
Set policies, procedures, and quality standards governing service delivery
Lead active transformation, assess the current model, drive meaningful service-delivery changes, and develop the leadership bench

Requirements

What you’ll need

Proven, senior-level experience leading a contact center, customer service, or operations function, including within a hybrid or vendor-managed delivery environment
Proven experience operating in a global or multi-region service environment, ideally supporting international growth markets outside the US
Proven change management experience, leading a team through significant, sustained change to how it operates
Proven experience managing outsourced or managed-service vendor relationships, including SLA/KPI governance
Hands-on experience with contact center technology platforms, such as CRM and workforce management (WFM) systems
Substantial experience owning or managing a budget for a department or functional area
Bachelor's degree; advanced degree (e.g., MBA) or equivalent experience
Awareness of multilingual or localization considerations in service delivery
Ability to work across different regions and time zones
Up to approximately 10% travel, including occasional vendor-site visits and travel between U.S. and U.K. locations

Benefits

Comp & perks

Eligibility for an annual discretionary incentive bonus
12% employer contribution to a 401(k) or pension plan
Comprehensive medical benefits package
Health coverage
Generous time off
Competitive retirement plans
Flexible work options
Wellbeing and development programs
Some travel required, including occasional vendor-site visits and travel between U.S. and U.K. locations