Senior Director, Global Business Services and Outsourcing Transformation

Employee Workplace; Hayward (CA); On-site; USD 180,000 - 320,000; Full time

Job summary

Employee Workplace in Hayward, CA seeks a Senior Director to design and lead a scalable, AI-enabled Global Business Services (GBS) and outsourcing transformation. You will supervise strategy, location selection, vendor coordination, and migration across global sites, shaping a future-ready service delivery model.

The role demands deep GCC/GBS experience, strong program leadership, and the ability to drive multi-year transformation with 40–50% travel.

Qualifications

• 12+ years of progressive leadership experience in Global Business Services (GBS), Shared Services, BPO, or Transformation Leadership specializing in global operating model redesign.
• Lean Six Sigma (Green/Black Belt) or PMP certification is a strong plus.

Responsibilities

• Design, build, and execute a comprehensive multi-year GBS and BPO roadmap aligned with enterprise digital transformation goals.
• Conduct labor market evaluations, financial modeling, tax/regulatory assessments, and site visits to recommend global delivery locations.
• Define structural models (Captive GCC, Hybrid, or Fully Outsourced BPO) tailored to functional requirements and long-term scalability.
• Act as the lead program director guiding process harmonization across international production and administrative hubs.
• Partner with external consulting partners to build detailed business cases, TOMs, and transition playbooks.
• Oversee knowledge transfer, documentation, shadow-period validation, and go-live stabilization across all functions.
• Direct end-to-end management of BPO contracts and third-party MSPs.
• Establish SLAs, KPIs, and governance frameworks; ensure cost predictability and continuous improvement.
• Identify opportunities for AI-enabled workflows, RPA, and process simplification.
• Lead change management communications across teams to ensure smooth transitions.

Skills

GBS Transformation

Vendor Governance

Program Management

Strategic Planning

AI & Automation

Education

Bachelor’s Degree in Business Administration, Operations, Finance, Systems, or Engineering

MBA or Master’s degree

Job description

Senior Director, Global Business Services (GBS) & Outsourcing Transformation

Position Type: 12-24 months for execution, with the potential to convert

Location: Hayward, CA (Onsite daily; up to 40–50% domestic & international travel)

Target Start Date: Mid-to-Late October 2026

Executive Summary

We are seeking a seasoned, hands-on Senior Director, Global Business Services (GBS) & Outsourcing Transformation to serve as the lead architect and program director for an enterprise-wide global service delivery model. You will lead the strategy, location selection, vendor coordination, and process migration required to build out a scalable, AI-enabled Global Business Services (GBS) capability from the ground up.

If you are a builder who thrives in fast-paced transformation environments, possesses deep expertise in establishing Global Capability Centers (GCCs) and Business Process Outsourcing (BPO) frameworks, and can manage large-scale programs without heavy oversight, this opportunity offers massive organizational impact and future career growth.

Why Join Us?

This is an opportunity to join an industry-leading manufacturing enterprise as we make massive investments in global scale and AI-forward digital transformation. You will enter a culture where cross-functional teams are genuinely collaborative, highly supportive, and aligned toward shared success. You will have the freedom to architect a global footprint and experience career growth with an enthusiastic, passionate team.

Executive Summary

Strategic Focus

The immediate focus over the first 9–12 months is core program execution of global business services buildouts:

• Location & Footprint Strategy: Evaluate low-cost global delivery hubs and determine the optimal operating topology (e.g., expanding an existing footprint vs. establishing a hub-and-spoke model across multiple locations)
• Consulting & BPO Partner Liaison: Serve as the primary operational liaison between key internal G&A functions and selected tier-one management consulting partners/BPO vendors currently being selected through RFP.
• Process Scoping & Migration: Audit and harmonize end-to-end workflows across key domestic and international manufacturing/office sites
• AI & Intelligent Automation Integration: Drive an "AI-first" methodology—assessing which back-office workflows can be automated
• Functional Scope Sequencing: Prioritize functional optimization in phased order: 1. Finance (highest priority/furthest along), 2. HR, 3. IT, 4. Procurement.

Key Responsibilities

1. Global Operating Model & Site Strategy

• Design, build, and execute a comprehensive multi-year GBS and BPO roadmap aligned with broader enterprise digital transformation goals.
• Conduct rigorous labor market evaluations, financial modeling, tax/regulatory assessments, and site visits to recommend global delivery locations.
• Define structural models (Captive GCC, Hybrid, or Fully Outsourced BPO) tailored to functional requirements and long-term scalability.

2. Program Execution & Process Migration

• Act as the lead program director guiding process harmonization across international production and administrative hubs.
• Partner with external consulting partners to build detailed business cases, target operating models (TOM), and transition playbooks.
• Oversee knowledge transfer, desktop procedure documentation, shadow-period validation, and go-live stabilization across all functions.

3. Vendor Governance & Strategic BPO Management

• Direct end-to-end management of BPO and third-party managed service provider contracts.
• Establish robust Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and clear operational governance frameworks.
• Ensure vendor accountability, cost predictability, and continuous performance improvement.

4. AI-Driven Transformation & Process Excellence

• Identify and champion opportunities for AI-enabled workflows, robotic process automation (RPA), and process simplification.
• Evaluate whether back-office tasks should be eliminated, automated via technology, or migrated to offshore delivery centers.
• Apply Lean Six Sigma methodologies to eliminate redundant workflows and establish global process standards.

5. Cross-Functional Leadership & Change Management

• Serve as an authoritative advisor and liaison to senior leaders across Finance, HR, IT, Procurement, and Legal.
• Deliver regular strategy, progress, and financial realization updates to executive leadership (SVP of Finance, Corporate Controller, Treasurer, and CFO).
• Lead change management communications across affected operational teams to ensure seamless talent and process transitions.

Position Requirements

Experience & Track Record

• 12+ years of progressive leadership experience in Global Business Services (GBS), Shared Services, Business Process Outsourcing (BPO), or Management Consulting/Transformation Leadership specializing in global operating model redesign
• Full-Cycle Build Experience: Proven track record establishing, scaling, or transforming GBS/GCC centers outside the United States from initial business case through operational maturity.
• Self-Directed Program Manager: Demonstrated ability to drive complex, multi-million-dollar global initiatives independently without needing heavy administrative or team support structure.
• Vendor & Consulting Coordination: Deep experience working alongside top-tier strategy consultants and managing global BPO service providers.
• Complex Enterprise Environment: Experience in mid-to-large global enterprises ($1B+ revenue or 5,000+ global workforce); experience in contract manufacturing, technology hardware, industrial, or semiconductor-adjacent environments is preferred, but broad corporate GBS transformation experience is primary.

Travel

• 40–50% (domestic and international) during the initial strategy, evaluation, and rollout phases. Travel includes existing operational sites (Bay Area, Texas, Arizona, Central Europe, Southeast Asia) and prospective global service center regions.

Education & Certifications

• Bachelor’s Degree in Business Administration, Operations, Finance, Systems, or Engineerin; MBA or Master's degree highly preferred.
• Lean Six Sigma (Green/Black Belt) or PMP certification is a strong plus.

Core Technical & Leadership Competencies

• Global Footprint Strategy: In-depth knowledge of global delivery hubs across Southeast Asia (e.g., Philippines, Malaysia, Vietnam), India, Eastern Europe (e.g., Czech Republic, Poland), and Latin America (e.g., Mexico, Costa Rica, Colombia).
• AI & Automation Mindset: Functional expertise evaluating modern AI tools, automated workflow systems, and digital platforms within G&A operations.
• Financial Modeling: Mastery in calculating Total Cost of Ownership (TCO), arbitrage savings, capital expenditure budgets, and payback schedules.
• Executive Presence: Ability to build trust, navigate matrixed stakeholders, and drive consensus among executive-level leadership during periods of significant organizational change.

Success Measures (First 12–24 Months)

1. Strategy Alignment & Vendor Mobilization: Successfully onboard selected consulting/BPO partners and finalize the global footprint strategy within the first 90 days.
2. Site Establishment: Launch or expand at least one primary international GBS/GCC facility within 9 to 12 months.
3. Financial Realization: Deliver planned run-rate cost reductions and operational efficiencies through process optimization and strategic labor arbitrage.
4. Digital Adoption: Successfully integrate AI/automation solutions into newly migrated Finance and G&A processes.
5. Operational Governance: Implement functional SLA/KPI dashboards and transition stabilized operations to ongoing functional leads.