Global CX Operations & Transformation Lead

Confidential Company; Turkey; On-site; TRY 900,000 - 1,500,000; Full time

Job summary

Confidential Company is seeking an experienced Head of Operations to oversee customer experience programs across multiple sites. You will drive end-to-end performance against SLAs, KPIs, and quality targets, while building a high-performance culture and coaching senior Operations Managers.

In this role, you will manage budgets and contribute to P&L, partner with Workforce Management, HR, Finance, and Technology, and lead transformation initiatives including automation and AI-enabled CX.

Qualifications

• Bachelor’s degree required.
• 8–10+ years of operations experience in BPO/ contact center.
• Experience in large-scale operations, people leadership, client management, and commercial decision-making.

Responsibilities

• Lead end-to-end operational performance across customer experience programs, ensuring delivery against SLAs, KPIs, quality, productivity, and customer satisfaction targets.
• Coach and develop Operations Managers and their teams, building a high-performance and accountability-driven culture.
• Own operational metrics including CSAT/NPS, FCR, AHT, service level, productivity, quality, absenteeism, attrition, and schedule adherence.
• Build strong relationships with clients and senior stakeholders, leading business reviews, performance discussions, and escalation management.
• Drive continuous improvement and operational excellence, identifying opportunities to improve customer experience, efficiency, quality, and cost.
• Partner with Workforce Management, Quality, Training, HR, Recruitment, Finance, and Technology to ensure effective capacity planning and operational readiness.
• Own resource and workforce planning, ensuring staffing levels and capabilities are aligned with forecasted demand and business requirements.
• Manage operational budgets and contribute to P&L performance, balancing customer experience, employee experience, productivity, and profitability.
• Lead operational transformation initiatives, including automation, AI-enabled solutions, process optimization, and digital CX improvements.
• Ensure compliance with company policies, client requirements, information security standards, and applicable regulatory requirements.
• Identify operational risks proactively and establish mitigation, contingency, and business continuity plans.
• Support new client/program launches, transitions, ramp-ups, and major organizational or operational changes.

Skills

Leadership

Analytical thinking

Financial acumen

Stakeholder management

Communication

Negotiation

Problem solving

Multi-cultural

Education

Bachelor’s degree

Job description

Confidential Company is seeking an experienced Head of Operations to oversee customer experience programs across multiple sites. You will drive end-to-end performance against SLAs, KPIs, and quality targets, while building a high-performance culture and coaching senior Operations Managers.

In this role, you will manage budgets and contribute to P&L, partner with Workforce Management, HR, Finance, and Technology, and lead transformation initiatives including automation and AI-enabled CX.