Senior Director, Global Customer Operations

CFA Institute•Charlottesville, VA

2d•$150,000 - $190,000•Hybrid

About The Position

CFA Institute is hiring a Senior Director, Global Customer Operations to lead its global contact center function. This role will manage a hybrid team of internal staff and managed-service vendor partners who support members and candidates worldwide. The Senior Director will report to the Chief Operating Officer, set functional strategy, own vendor performance, and lead the team through a period of transformation. The position requires a leader who can bring both operational rigor and a focus on the people served, and who is ready to own vendor strategy and shape global service delivery in collaboration with senior leadership.

Requirements

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.

Nice To Haves

Background in a member-driven, mission-driven, or brand-sensitive organization.
Awareness of multilingual or localization considerations in service delivery.

Responsibilities

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 as the team drives operational efficiency, partnering across Membership, Education, Marketing, and Technology to keep that experience consistent.
Lead day-to-day delivery across the hybrid model, leading a multi-layered leadership team of managers and senior managers, each responsible for their own teams, across internal staff and managed-service partners.
Own vendor performance: manage the relationship, hold partners to SLAs and KPIs, and lead contract and commercial discussions with Procurement, Legal, and Finance.
Build and manage the function's annual budget, and set the policies, procedures, and quality standards that govern service delivery.
Lead the team through active transformation, assessing the current model, driving meaningful change to how service is delivered, and developing the leadership bench beneath you.