Operations Compliance and Data Liaison

Daimler Truck North America

. Lead and oversee service center operations across the U.S., Canada, and Mexico, including internal teams and contracted vendor partners .

Posted 10/27/2026full-timeCharlotte • North Carolina • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading service center operations across multiple countries, managing vendor performance against SLAs, and utilizing data analysis to drive strategic recommendations. Strong leadership in cross-border process transitions and compliance with international regulatory requirements is essential.

Highest-signal resume keywords

Service Center Operations ManagementVendor Performance ManagementData Analysis and ReportingLeadership in Multi-Country EnvironmentsRegulatory Compliance Knowledge

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

KPI ManagementSLA FrameworksData AnalysisPerformance ImprovementQuality AssuranceWorkforce ManagementProcess IntegrationOperational ReportingContract ManagementStrategic Recommendations

Soft Skills

Executive CommunicationRelationship BuildingCross-Functional CollaborationAccountabilityProblem Solving

Tools & Technologies

ExcelPower BI

Industry Keywords

Contact Center OperationsService Center OperationsBPO ManagementInternational Regulatory RequirementsMulti-Site Management

About the role

Key responsibilities & impact

Lead and oversee service center operations across the U.S., Canada, and Mexico, including internal teams and contracted vendor partners
Own KPI and SLA frameworks covering service levels, average handle time, quality, productivity, compliance, and customer experience
Set consistent performance standards across regions and vendors and hold leaders accountable for results
Direct site and vendor leaders in resolving performance gaps and driving measurable improvement plans
Manage contracted service center vendors against contractual SLAs and service expectations
Lead vendor business reviews, scorecards, escalations, and contract-related work with Procurement and Legal
Set the direction for service center reporting and dashboards and ensure KPI data integrity
Convert operational data into strategic recommendations for North America leadership
Use data to prioritize investments, staffing decisions, and improvement initiatives
Lead cross-border process transitions, including planning, readiness, and stabilization
Own standard operating procedures and lead process integration with Operations, IT, Risk, and Compliance
Drive continuous improvement focused on efficiency, scalability, and consistency
Ensure sites and vendors meet country-specific regulatory requirements
Own quality assurance across internal and vendor-managed contact center operations
Lead remote and in-person audits and drive corrective actions to closure
Partner with training teams to ensure operational, quality, and compliance standards
Link U.S. leadership, international service centers, and vendor partners
Align priorities and accountability across countries, cultures, and time zones
Build relationships with site leaders, vendor executives, and cross-functional partners

Requirements

What you’ll need

Bachelor's degree required
MBA or advanced degree in Management or a related field preferred
7–10 years of experience in contact center or service center operations, including multi-site or multi-country environments
3+ years of leadership experience, including managing leaders, remote teams, or outsourced/BPO vendor partners
Proven experience managing vendor performance against contractual SLAs and KPIs
Strong data analysis and reporting skills using Excel, Power BI, or similar tools
Ability to turn complex data into strategic recommendations for senior leadership
Deep understanding of service center operations, performance drivers, and workforce management
Familiarity with international regulatory requirements, preferably Canada and Mexico
Executive-level verbal and written communication skills
Experience leading global teams
Spanish language skills strongly preferred
Must be legally authorized to work permanently in the country of posting
Final candidate must successfully complete a criminal background check

Benefits

Comp & perks

Relocation assistance is not available for this position
Hybrid schedule: 4 days per week in-office / 1 day remote
Employee programs and benefits designed to promote growth, balance, and wellness
Equal employment opportunity and workplace inclusion
Accommodation or special assistance with applying for the position