• 10+ years of contact center leadership, including 5+ years managing 200+ agents across internal, offshore, and outsourced models.
• Track record of driving large-scale transformations, including AI deployments (e.g., Zendesk, Decagon, Google CCAI, Amazon Connect, Genesys, Five9), platform migrations, operating model redesigns, and offshoring transitions.
• Proven ability to define a long-term operational vision alongside direct P&L or major cost-center budget ownership and strong financial acumen.
• Demonstrated success in unifying remote, multi-time-zone teams with an empathetic approach to cross-cultural communication, feedback, and conflict resolution.
• Deep expertise in core channels (voice, digital, self-service) and platform architectures across CCaaS, CRM, WFM, and QA within telecom, tech, or high-velocity consumer services.
• MBA or advanced degree in Business or Operations (preferred), with process improvement certifications (e.g., Six Sigma, Lean) and experience with multi-country operations.
• This role is based in London (Hybrid: 3 days in office, 2 days remote). Requires at least 25% travel, mostly within the EU with occasional international trips to other global offices.