Global Contact Centre Director - AI-Driven Ops (Remote UK)

Cactus Search; Greater London; Remote; GBP 120,000 - 180,000; Full time

Job summary

Cactus Search is seeking a Director of Contact Centre Operations to lead a large, dispersed customer operations organisation across multiple countries. The role demands strategic leadership to balance commercial performance, customer experience and cost optimisation while implementing AI and digital service delivery.

You will direct global operations across B2C Sales, Digital Services Delivery and Operations Delivery, standardising processes, driving productivity and transforming service

Qualifications

• Proven experience leading large-scale, multi-country contact centre operations.
• Ability to standardise processes across diverse markets and cultures.
• Experience deploying AI within customer contact ecosystems.
• Strong commercial and customer experience leadership credentials.
• Willingness to travel internationally.

Responsibilities

• Lead and develop senior operational leaders to foster accountability and continuous improvement.
• Drive global performance against KPIs, SLAs, customer satisfaction, NPS and targets.
• Design and implement efficiencies across country operations, adapting to local requirements.
• Champion AI, automation, self-service and data-led decision making to improve journeys and reduce costs.
• Establish governance, performance management and quality frameworks across international ops.
• Build leadership capability and contribute to transformation and operating model Agenda.
• Collaborate across markets and functions to improve acquisition, conversion, retention and advocacy.

Skills

Senior leadership

Contact centre operations

Process improvement

AI in CX

Change management

Job description

Cactus Search is seeking a Director of Contact Centre Operations to lead a large, dispersed customer operations organisation across multiple countries. The role demands strategic leadership to balance commercial performance, customer experience and cost optimisation while implementing AI and digital service delivery.

You will direct global operations across B2C Sales, Digital Services Delivery and Operations Delivery, standardising processes, driving productivity and transforming service