Senior Director, Global Customer Operations

🕒 September 18

🐊 Florida, North Carolina, +1 more states – Remote

🐊 Florida – Remote 🌲 North Carolina – Remote ⚔️ Virginia – Remote

💵 $150k - $190k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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CFA Institute

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1947

📚 Education

💸 Finance

🤝 Non-profit

Education • Finance • Non-profit

CFA Institute is a global not-for-profit organization that provides finance education for investment professionals. It offers a diverse range of programs and certificates designed to meet the needs of finance professionals across various career stages and specializations, including the CFA Program, which is known for equipping individuals with the skills necessary for the investment industry. The institute promotes high standards of ethics and professional conduct, and it is involved in research and policy advocacy to shape the future of the finance industry. CFA Institute also facilitates professional networking and offers membership benefits for finance professionals worldwide.

📋 Description

• Set and execute strategy for the global contact center function, partnering closely with the COO on wider Operations priorities • Protect and elevate the member and candidate experience while driving operational efficiency • Partner across Membership, Education, Marketing, and Technology to maintain consistent service experience • Lead day-to-day delivery across the hybrid model • Lead a multi-layered leadership team of managers and senior managers across internal staff and managed-service partners • Own vendor performance, including relationship management, SLA/KPI governance, and contract and commercial discussions with Procurement, Legal, and Finance • Build and manage the function's annual budget • Set policies, procedures, and quality standards governing service delivery • Lead active transformation by assessing the current model and driving meaningful changes to service delivery • Develop the leadership bench beneath the role • Report to the Chief Operating Officer and partner with senior leadership and cross-functional teams

🎯 Requirements

• Proven, senior-level experience leading a contact center, customer service, or operations function, including within a hybrid or vendor-managed delivery environment • Proven experience operating in a global or multi-region service environment, ideally supporting international growth markets outside the US • Proven change management experience, leading a team through significant, sustained change to how it operates • Proven experience managing outsourced or managed-service vendor relationships, including SLA/KPI governance • Hands-on experience with contact center technology platforms, such as CRM and workforce management (WFM) systems • Substantial experience owning or managing a budget for a department or functional area • Bachelor's degree; advanced degree (e.g., MBA) or equivalent experience • Ability to work from Charlottesville, VA or approved East Coast locations in VA, NC, GA, or FL • Some travel required, up to approximately 10% • Comfortable working with teams and customers across different regions and time zones

🏖️ Benefits

• Eligibility for an annual discretionary incentive bonus • 12% employer contribution to a 401(k) or pension plan • Comprehensive medical benefits package • Health coverage • Generous time off • Competitive retirement plans • Flexible work options • Wellbeing and development programs • Up to approximately 10% travel, including occasional vendor-site visits and travel between U.S. and U.K. locations

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