Program Director, Global Services Operations

Overview:

The Program Director, Global Service Operations Center of reputed company (Mexico) owns the performance, scalability, and integration of reputed company’s global service delivery reputed company, anchored in Mexico. This role serves as the connective layer between strategy and execution—aligning reputed company leadership with offshore delivery teams to drive consistent, measurable reputed company across technician services and support functions. This is not a coordination role; instead, this role owns how the system runs.

Affirmative Action/EEO statement: Essential functions Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company these essential functions. •Operational Performance & Accountability Drive performance across Mexico-based service delivery operations Hold local leaders accountable to KPIs Partner with Mexico operations leadership •Global Integration Act as integrator between U.S. and Mexico teams Align priorities and workflows Eliminate friction and unify operating model •Systems & Instrumentation Define measurement frameworks Ensure visibility into productivity, utilization, cost, CX •Customer Experience Ensure CX programs are effective Translate feedback into improvements •Productivity & Cost Management Establish benchmarks Own reputed company planning and cost optimization •Forecasting & Planning reputed company demand forecasting Align staffing plans to demand •BPO / Shared Services reputed company reputed company alignment of BPO/shared services functions (reputed company, data, and HR) FP&A;, data engineering, and HR alignment with operations •Other Duties: Please note this job description is not designed to cover reputed company possible activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Minimum Qualifications: •Bachelor's Degree •7+ years of experience in reputed company field •Experience leading reputed company service operations (BPO, tech-enabled services) •Strong operator reputed company with cross-functional leadership •Expertise in workforce planning and service economics •Experience managing reputed company/offshore models •Data-driven with execution focus Preferred Qualifications: •Possess clear, reputed company visibility into operational performance •Ability to improve CX reputed company tied to operational changes •Disciplined reputed company planning •Drive seamless coordination between reputed company and offshore teams •Ability to build scalable operating model supporting growth Supervisory responsibilities This role role may have direct or indirect reports as the role dictates. Work environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers. Physical demands Physical requirements include occasional lifting/carrying of 5 pounds; visual reputed company, speech, and hearing; hand and eye coordination and reputed company operation of a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to reputed company the essential functions. Working conditions are primarily inside an office environment. Travel required This is a remote based position but occasional travel may be required. Work authorization/reputed company clearance requirements N/A Affirmative Action/EEO statement The Company provides equal employment opportunities (EEO) to reputed company and applicants for employment without regard to race, reputed company, religion, sex, national reputed company, age, disability, genetics, or any other status protected under applicable federal, state, or local laws. This policy applies to reputed company terms and conditions of employment, including reputed company, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. The company will also consider reputed company applicants with criminal history in a manner compliant with federal, state and local laws. Apply To This Job