Director of Operations – BPO & Customer Experience

About the role

CsMena is seeking a seasoned Director of Operations to lead its Business Process Outsourcing (BPO) and Customer Experience services. Reporting to executive leadership, you will oversee multiple client portfolios, drive operational excellence, and ensure profitable growth across diverse industries.

Key responsibilities

• Develop and execute operational strategies aligned with company objectives and growth plans.
• Lead multiple BPO and customer service operations across various client accounts.
• Maintain service levels, quality standards, productivity, and financial targets.
• Drive transformation initiatives to improve efficiency, scalability, and customer experience.
• Foster a culture of accountability, innovation, collaboration, and continuous improvement.
• Oversee delivery across multiple client accounts, ensuring SLA and KPI compliance.
• Conduct regular business reviews, identify growth opportunities, and manage executive‑level client relationships.
• Support account expansion through upselling and cross‑selling.
• Establish performance frameworks and use data analytics to inform decisions.

Required profile

• Extensive experience leading BPO operations and managing multiple client portfolios.
• Proven track record of delivering measurable business results in fast‑paced CX environments.
• Strong leadership skills with the ability to manage senior operational teams.
• Excellent stakeholder management and client‑facing capabilities.

Required skills