About the Role
This role is the strategy and transformation partner to a FieldOps Lead Director who owns end-to-end operational delivery and stakeholder relationships for Delivery and B2B. While you will not run day-to-day operations, you will lead the transformation of how the function operates-diagnosing where the current model breaks, defining what needs to change, and driving those changes through to execution across teams, partners, and stakeholders.
- Identifying structural gaps and inefficiencies in the current operating model
- Defining clear priorities and what needs to change
- Translating problems into concrete, sequenced execution plans
Driving delivery and alignment across global teams and cross-functional partners
You will operate in a high-ambiguity, high-impact environment, working closely with senior leaders across Operations, Product, and Tech to turn strategy into measurable outcomes.
What You Will Do
- Identify, Structure, and Solve High-Impact Problems
- Diagnose the most critical inefficiencies across cost, quality, and operating model (e.g., COE vs BPO, cost, support process flow, and footprint)
- Identify root causes behind challenges, such as the quality of support and tech adoption, such as automation or AI
- Translate complex problems into clear hypotheses, priorities, and solution paths
- Design scalable, structural solutions and drive improvements in how the function operates (roles, governance, decision-making)
- Translate Strategy into Execution
- Translate strategic priorities coming from FieldOps - and from stakeholders (CX teams, Ops teams, etc.) - into clear execution plans
- Convert ambiguous priorities into structured roadmaps, sequencing, and trade-offs - Drive alignment across regions and functions
- Ensure initiatives move from idea to implementation
- Drive Tech and AI Adoption in Operations
- Identify, prioritize, and quantify the highest-impact automation and GenAI opportunities to drive measurable improvements in quality, speed operations, and cost
- Partner with Product and Engineering to prioritize solutions
- Own end-to-end rollout of tech from pilot to full-scale operations adoption
- Ensure the tech readiness of the process and people
- Create strong governance and continuous monitoring to ensure tools and AI systems meet high standards of accuracy and quality
- Develop the Customer Insights Flywheel
- Turn frontline operational signals into structured, high-quality insights
- Identify recurring pain points, root causes, and systemic issues
- Connect insights to business impact (cost, growth, risk, customer experience)
- Ensure insights are effectively surfaced to CX, Product, and leadership teams
Build a repeatable model from observation to insight to action to impact
- 10+ years of experience in consulting, operations, or program leadership in a global tech environment
- Proven track record solving complex, cross-functional problems
- Experience driving large-scale transformation initiatives
- Strong analytical skills and ability to translate data into decisions
Ability to influence senior stakeholders without direct authority
- Experience in customer operations, marketplaces, or contact centers
- Exposure to automation or AI in operational environments
- Experience working in highly matrixed organizations
- Strong problem structuring and communication skills
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