Head of Global Customer Operations Strategy & Chief of Staff

LexisNexis•New Brunswick, OH

2d•Remote

About The Position

The Global Head of Customer Operations Strategy & Business Operations is the strategic and operational partner to the SVP, Global Customer Operations. Serving as Chief of Staff, this leader translates GCO’s long-term ambition into clear priorities, integrated plans, and disciplined execution across regions and business units. The role leads strategy and business operations for GCO, including enterprise planning, executive operating cadence, strategic programs, investment and capacity planning, executive communications, and integration of AI and automation priorities into operating plans, workforce plans, governance, and performance measures. This enterprise-facing leader brings independent judgment, strong commercial and operational acumen, and the ability to influence senior leaders across a global matrix.

Requirements

Progressive leadership experience in customer operations, business operations, strategy, management consulting, or a related discipline, including global or multi-region experience.
Demonstrated success in a Chief of Staff, strategy, business operations, transformation, or comparable role supporting a senior executive.
Proven ability to build and execute multi-year operational strategies that deliver measurable customer, financial, and operational impact.
Experience leading experienced professionals and, ideally, people leaders.
Exceptional executive communication skills for board, C-suite, and senior leadership audiences.
Strong financial and analytical acumen, including budget planning, business cases, performance measurement, and KPI design.
Ability to influence senior stakeholders and drive outcomes without direct authority.
Experience in global customer operations, contact center, service delivery, or another high-volume customer environment.
Experience building data-driven operating models, performance-management systems, and analytical capabilities.
Working fluency with AI and automation in customer operations, including organizational and workforce implications.
Experience supporting transformation, scaling, restructuring, or operating-model change across multiple geographies.

Responsibilities

Prepare the SVP for key engagements through concise briefings, recommendations, positioning, and follow-up.
Shape board-level, C-suite, and executive materials that turn operational complexity into clear, decision-ready narratives.
Partner with Finance and the SVP on budgets, forecasts, variance analysis, and business cases.
Lead strategic capacity planning across regions, linking demand, service commitments, workforce supply, automation benefits, cross-skilling, and financial constraints.
Govern workforce actions and change readiness, including redeployment, cross-skilling, site disruption planning, and approved workforce changes.
Partner with HR, Finance, and regional leaders on workforce planning, org design, capabilities, succession, and talent actions.
Establish structured governance with RELX shared services leadership in the Philippines and the SVP, creating a durable framework for decisions, priorities, and accountability.
Design and run the SVP’s leadership operating rhythm, including agendas, decision framing, pre-reads, action tracking, and follow-through.
Maintain decision logs, escalation discipline, and cross-functional dependency management.
Establish consistent business reviews with business units and Managing Directors using common metrics and trusted data.
Protect SVP focus on highest-value priorities while ensuring commitments are managed and strategic programs move from design to execution.
Build trusted relationships across Product, Technology, Sales, Marketing, Finance, HR, Legal, and business units to align priorities and secure decisions, resources, and support.
Represent GCO in enterprise transformation forums.
Maintain a forward-looking view of REPH workforce delivery capacity, including joiners, leavers, internal movement, demand outlook, and site-level risks.
Coordinate scaled workforce actions with REPH, HR, Finance, and regional leaders, including redeployment, cross-skilling, capacity rebalancing, and disruption response.
Translate approved technology and automation benefits into jointly owned workforce and capacity plans aligned to GCO priorities.
Maintain a forward-looking view of REPH workforce delivery capacity and coordinate workforce and capacity actions aligned to GCO priorities.