Global Contact Center Leader — Transformation & Strategy

CFA Institute; Charlottesville (VA); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Annual discretionary incentive bonus

401(k) match or pension plan

Comprehensive medical benefits

Hybrid work options

Job summary

CFA Institute in Charlottesville, VA is seeking a Senior Director, Global Customer Operations to lead our global contact center. You will shape strategy, manage vendor partners, and guide a hybrid team delivering high-quality service to members and candidates worldwide.

You will drive transformation, own budgets, ensure SLAs/KPIs are met, and partner with senior leaders across Membership, Education, Marketing, and Technology to keep an exceptional, consistent experience globally.

Qualifications

• Senior-level experience leading a contact center or operations.
• Global/multi-region service experience.
• Proven change-management leadership.
• Experience with outsourced or managed-service vendor relationships.
• Experience with CRM/WFM platforms.
• Budget ownership experience.
• Bachelor's degree; MBA or equivalent preferred.

Responsibilities

• Set and execute strategy for the global contact center function.
• Protect and elevate member and candidate experience.
• Lead day-to-day delivery across a hybrid model.
• Own vendor performance and manage SLAs/KPIs.
• Develop annual budget and quality standards.
• Lead transformation and develop leadership bench.

Skills

Contact center leadership

Vendor management

Change management

Budget management

CRM / WFM

Cross-functional collaboration

Education

Bachelor's degree

MBA or equivalent

Tools

CRM platforms

Workforce Management (WFM)

Job description

CFA Institute in Charlottesville, VA is seeking a Senior Director, Global Customer Operations to lead our global contact center. You will shape strategy, manage vendor partners, and guide a hybrid team delivering high-quality service to members and candidates worldwide.

You will drive transformation, own budgets, ensure SLAs/KPIs are met, and partner with senior leaders across Membership, Education, Marketing, and Technology to keep an exceptional, consistent experience globally.