Head of Global Customer Operations Strategy & Chief of Staff

Accountabilities: Serve as a trusted strategic partner and Chief of Staff to the SVP of Global Customer Operations, helping translate strategic objectives into priorities, plans, decisions, and measurable execution. Prepare executive briefings, recommendations, positioning materials, follow-ups, and decision-ready narratives for senior leadership, C-suite, and board-level engagements. Lead enterprise planning activities, including budgets, forecasts, variance analysis, business cases, performance reviews, and strategic investment planning in partnership with Finance. Establish and manage the SVP’s leadership operating rhythm, including agendas, pre-reads, decision framing, action tracking, escalation management, and follow-through. Lead strategic capacity planning across regions by connecting customer demand, service commitments, workforce availability, automation benefits, cross-skilling opportunities, and financial constraints. Develop and govern workforce plans covering redeployment, cross-skilling, capacity balancing, site disruption planning, organizational design, succession, and approved workforce changes. Partner with HR, Finance, regional leadership, and shared-services teams to align workforce capabilities, talent actions, and organizational priorities. Build structured governance frameworks that establish clear decision rights, priorities, accountability, and escalation paths across global operations and shared-services stakeholders. Maintain forward-looking visibility into workforce capacity, including hiring, attrition, internal movement, demand outlook, and site-level risks. Translate approved technology and automation opportunities into practical workforce and capacity plans aligned with customer operations objectives. Establish consistent business reviews using common metrics, trusted data, and performance-management practices across business units and regions. Manage cross-functional dependencies and ensure strategic programs progress from planning and design through implementation and measurable outcomes. Build strong relationships across Product, Technology, Sales, Marketing, Finance, HR, Legal, and business units to secure alignment, resources, and decisions. Represent Global Customer Operations in enterprise transformation initiatives and strategic forums. Requirements Progressive leadership experience in customer operations, business operations, strategy, management consulting, transformation, or a related discipline, preferably within a global or multi-region environment. Demonstrated experience serving as a Chief of Staff, strategy leader, business operations leader, transformation leader, or comparable strategic partner to a senior executive. Proven ability to develop and execute multi-year operational strategies with measurable customer, financial, and operational outcomes. Experience leading experienced professionals and, ideally, other people leaders in complex organizational environments. Exceptional executive communication skills, with the ability to create concise, compelling materials for board, C-suite, and senior leadership audiences. Strong financial and analytical capabilities, including budget planning, business cases, KPI development, performance measurement, and variance analysis. Ability to influence senior stakeholders, align competing priorities, and drive outcomes across organizational boundaries without relying on direct authority. Experience in global customer operations, contact centers, service delivery, or other high-volume customer-facing environments. Experience developing data-driven operating models, performance-management systems, and analytical capabilities. Working knowledge of AI and automation in customer operations, including their implications for workforce planning, organizational design, capacity, and operating models. Experience supporting large-scale transformation, scaling, restructuring, or operating-model changes across multiple geographies. Strong strategic thinking, judgment, problem-solving, stakeholder management, and organizational skills. Ability to manage ambiguity, balance short- and long-term priorities, and maintain focus on high-impact initiatives. Benefits Remote and home-based work opportunities, with location-dependent arrangements. Flexible working hours designed to support productivity and work-life balance. Annual incentive bonus eligibility. Competitive location-based compensation, with the U.S. national base pay range listed at $156,700–$290,900 annually ; geographic differentials may apply. Location-specific compensation ranges may apply, including higher ranges in certain states and metropolitan areas. Ontario compensation range listed at CAD $198,200–$248,200 for applicable positions. Country-specific benefits designed to support employee well-being and long-term career development. Well-being initiatives and resources supporting physical, professional, and personal needs. Shared parental leave. Study assistance and professional development support. Sabbatical opportunities. Accessible hiring accommodations for candidates who require support during the recruitment process. Opportunity to work on global strategy, workforce transformation, AI and automation initiatives, and enterprise-scale customer operations programs.