Global Head of Customer Experience & Service Operations

Confidential Career; Dubai; On-site; AED 150,000 - 200,000; Full time

Job summary

A leading telecom company is seeking a highly experienced strategic leader to oversee global call centre operations. The ideal candidate will have over 10 years in large-scale call centre management and strong expertise in customer experience and operational efficiency. You will lead teams across multiple regions, ensuring service excellence and compliance with industry standards. This role requires excellent communication skills and the ability to manage large teams effectively.

Qualifications

• 10+ years of experience managing large-scale, multisite call centre operations.
• Experience leading teams of 1,000+ employees and managing outsourced partnerships.
• Strong background in the Telecoms or Technology industry.

Responsibilities

• Lead global call centre operations across multiple regions.
• Develop operational strategies and process improvements.
• Oversee vendor relationships and compliance standards.
• Drive workforce planning and cost optimization.

Skills

Customer experience design

Process optimisation

Leadership

Analytical skills

Stakeholder management

Education

Bachelor’s degree in Business or Telecommunications

Master’s degree in a related field

Job description

A leading telecom company is seeking a highly experienced strategic leader to oversee global call centre operations. The ideal candidate will have over 10 years in large-scale call centre management and strong expertise in customer experience and operational efficiency. You will lead teams across multiple regions, ensuring service excellence and compliance with industry standards. This role requires excellent communication skills and the ability to manage large teams effectively.