Global Director of Operations

3M GLOBAL SERVICE CENTER PHILIPPINES; Taguig; Hybrid; PHP 1,500,000 - 2,400,000; Full time

Job summary

3M GLOBAL SERVICE CENTER PHILIPPINES seeks a Global Director of Operations to lead Customer Operations across Americas, APAC, or EMEA. You will translate global strategy into regional execution, drive performance, and partner with senior leaders to deliver exceptional customer experience.

The role requires strategic and hands-on leadership of distributed teams, with a focus on continuous improvement, process standardization, and risk management to sustain top-tier service across regions.

Qualifications

• Bachelor’s degree or higher from an accredited institution.
• 10+ years of progressive leadership in Customer Ops, Shared Services, or equivalent.
• Experience leading multi-country/global operations with cross-functional impact.

Responsibilities

• Provide strategic leadership for regional Customer Operations aligned with global strategy.
• Translate global strategies into regional priorities and measurable outcomes.
• Own regional performance across service levels, customer experience, quality, and productivity.

Skills

Strategic leadership

Global ops

Stakeholder mgmt

People leadership

Change management

Data-driven decisions

Executive presence

Communication skills

Education

Bachelor’s degree or higher

MBA preferred

Tools

CRM (Salesforce)

ERP systems

Job description

Role Overview

As a Global Director of Operations, you will provide strategic and operational leadership for Customer Operations across a key region: Americas, Asia Pacific (APAC), or Europe, Middle East & Africa (EMEA).

You will translate global Customer Operations strategy into strong regional execution, ensuring consistent, high-quality service delivery while addressing the unique needs of customers, markets, and businesses in the region.

You will lead leaders and geographically distributed teams, drive operational performance and transformation, strengthen organizational capability, and partner with senior stakeholders to deliver an exceptional customer experience.

Success requires a leader who can operate strategically and operationally-setting direction, influencing senior stakeholders, and maintaining strong command of performance, people, processes, risk, and execution.

The Impact You Will Make

Regional Strategy & Operational Leadership

• Provide strategic leadership for Customer Operations across the assigned region, aligned with global strategy, business priorities, and customer expectations.

• Translate enterprise and global strategies into regional priorities, operating plans, performance objectives, and measurable outcomes.

• Own regional performance across service levels, customer experience, quality, productivity, efficiency, backlog, responsiveness, and key business metrics.

• Establish strong operating rhythms, performance governance, and accountability across countries, teams, and service areas.

• Identify operational challenges and opportunities and take timely action to protect customer experience and business performance.

• Balance global process consistency with regional flexibility based on customer, market, regulatory, and business requirements.

Customer Experience & Service Excellence

• Champion a customer-first culture and ensure customer experience is central to decision-making.

• Use customer insights, analytics, trends, and voice-of-customer feedback to identify root causes and drive improvement.

• Lead resolution of complex, high-impact, and executive-level customer issues.

• Ensure systemic customer issues are addressed beyond immediate resolution.

• Partner with commercial and business leaders to understand customer expectations and translate them into operational capabilities.

• Improve customer satisfaction, loyalty, accessibility, responsiveness, and overall service experience.

Operational Excellence & Transformation

• Lead regional transformation initiatives that simplify processes, improve service delivery, increase productivity, and enhance customer experience.

• Champion digital capabilities, automation, analytics, self-service solutions, and emerging technologies.

• Drive process standardization and continuous improvement while meeting regional business needs.

• Identify structural, process, technology, and capability gaps and develop strategies to address them.

• Lead organizational and operational change with effective stakeholder engagement, adoption, and sustained results.

• Build a culture of continuous improvement, innovation, disciplined execution, and data-driven decision-making.

People & Organizational Leadership

• Lead, develop, and inspire leaders and teams across multiple countries, locations, and cultures.

• Build leadership capability and establish clear expectations for performance, accountability, collaboration, and customer focus.

• Strengthen succession pipelines through talent development, coaching, and workforce planning.

• Partner with HR and business leaders on organization design, workforce strategy, capability development, and succession planning.

• Create an inclusive environment that enables collaboration across geographic and functional boundaries.

Workforce, Capacity & Resource Management

• Ensure workforce and capacity strategies align with customer demand, service expectations, business growth, and productivity goals.

• Lead resource planning, demand forecasting, capacity management, and organizational requirements.

• Anticipate changes in demand and business priorities to ensure appropriate capabilities and capacity.

• Drive responsible resource management and identify opportunities to improve productivity, scalability, and cost-to-serve.

• Partner with Finance and business leaders on planning, resource needs, investments, and productivity opportunities.

Executive & Cross-Functional Leadership

• Represent Customer Operations in regional and global leadership forums, business reviews, strategic planning, and executive discussions.

• Serve as a trusted advisor to senior leaders on operations, service performance, capability, and transformation.

• Partner with Commercial, Supply Chain, Finance, IT/Digital, Quality, HR, and other teams to resolve complex issues and improve end-to-end customer outcomes.

• Influence across functions and geographies where priorities and accountabilities span multiple stakeholders.

• Build strong regional and global relationships and communicate performance, risks, opportunities, and priorities clearly.

Governance, Risk & Business Continuity

• Ensure Customer Operations comply with company policies, regulatory requirements, quality standards, internal controls, and risk-management expectations.

• Establish governance and escalation mechanisms for operational risks and critical customer issues.

• Ensure business continuity and operational resilience plans are maintained across the region.

• Proactively identify operational, organizational, customer, and service-delivery risks and implement mitigation plans.

Your Skills and Expertise

• Bachelor’s degree or higher from an accredited institution.

• 10+ years of progressive leadership experience in Customer Operations, Customer Service, Shared Services, Business Services, Service Delivery, Supply Chain Customer Operations, or a comparable operational environment.

• Significant experience leading large-scale and/or multi-country operations, preferably in a global, matrixed organization.

• Experience leading leaders and geographically distributed teams with accountability for performance, talent development, and succession.

• Proven ownership of complex operational performance, including KPIs, service levels, customer experience, quality, productivity, capacity, and continuous improvement.

• Demonstrated success leading business transformation, operational excellence, process improvement, or organizational change.

• Experience operating in complex global or regional environments with multiple business groups, markets, countries, and stakeholders.

• Ability to translate enterprise strategy into executable operating plans and measurable outcomes.

• Strong executive presence and ability to influence, challenge, and collaborate with senior leaders and cross-functional stakeholders.

• Strong analytical and business acumen, with the ability to interpret complex data, identify trends and root causes, and make data-driven decisions.

• Ability to operate in ambiguity, manage competing priorities, and lead through change.

• Excellent communication, stakeholder management, problem-solving, and decision-making skills.

• Ability to work effectively across cultures, geographies, organizational boundaries, and time zones.

Additional Qualifications That Could Help You Succeed

• Master’s degree in Business Administration, Operations Management, Supply Chain, or a related discipline.

• Experience leading Customer Operations or Shared Services across Americas, APAC, EMEA, or another complex multi-country environment.

• Experience in a multinational manufacturing, industrial, healthcare, technology, shared-services, or complex global organization.

• Experience with global business services, shared-service centers, centers of excellence, or regional service-delivery models.

• Experience with digital transformation, automation, AI-enabled operations, analytics, and customer self-service.

• Experience applying Lean, Six Sigma, Agile, or other operational-excellence methods.

• Professional certification such as Lean Six Sigma, PMP, or equivalent.

• Experience with SAP, Oracle, Salesforce, or comparable ERP/CRM technologies.

• Experience managing organizational transformation, process migration, operating-model redesign, or service centralization.

• Additional language capabilities and experience working across diverse cultures are advantageous.

Leadership Profile

• Enterprise Thinking: Makes decisions based on broader business and customer outcomes.

• Customer Leadership: Keeps the customer central to strategy and decision-making.

• Execution Excellence: Converts strategy into measurable results with clear accountability.

• Transformation Leadership: Challenges current ways of working and leads complex change.

• People Leadership: Builds high-performing leadership teams and sustainable capability.

• Commercial & Financial Acumen: Understands the link between customer experience, performance, productivity, cost, and business value.

• Data-Driven Decision Making: Uses analytics to identify issues, challenge assumptions, and make informed decisions.

• Executive Influence: Communicates credibly and influences senior stakeholders across functions and geographies.

• Cultural Agility: Leads effectively across diverse markets, cultures, and business environments.

• Strategic Agility: Anticipates future needs and adjusts direction as business and customer requirements evolve.

Regional Scope

This position will be responsible for one regional portfolio: Americas, Asia Pacific (APAC), or Europe, Middle East & Africa (EMEA).

Each Director will have primary accountability for their assigned region while operating as part of the global Customer Operations leadership team. The Directors will collaborate across regions, share best practices, drive global consistency, and advance enterprise Customer Operations strategy.

The leadership and quality bar will remain consistent across all three positions, while each region’s complexity, market dynamics, customer requirements, and operating environment will inform selection criteria.