Description
Responsibilities
About the role The Head of Operations is a key leadership role responsible for defining, executing, and scaling the global operational strategy across in-house and outsourced sites. This leader will oversee a global network of operational hubs and vendor partners, ensuring consistent delivery, operational resilience, and strategic alignment with business priorities.
This role combines strategic foresight, operational excellence, and cross-functional influence driving transformation across process, performance, and people dimensions. The successful candidate will serve as a key thought partner to senior leadership, championing innovation, automation, and efficiency to support Trust & Safety worldwide. Responsibilities Global Strategy & Leadership
- Define and lead the global operations strategy to ensure scalability, efficiency, and alignment with Trust & Safety and Customer Support objectives.
- Translate organizational priorities into operational roadmaps that optimize delivery models, workforce allocation, and vendor partnerships across all regions.
- Act as a trusted advisor to senior executives providing insights on operational trends, capacity planning, cost optimization, and risk management.
- Drive cross-regional harmonization of processes, KPIs, and governance frameworks to ensure global consistency.
- Champion innovation and automation in operations partnering with Product, Data, and AI teams to embed technology-driven efficiencies and predictive insights.
Operational Excellence & Performance
- Oversee global delivery performance across internal operations and outsourced partners, ensuring adherence to SLAs, quality, and customer satisfaction metrics.
- Establish a global governance structure including QBRs, performance scorecards, and executive dashboards to track efficiency, quality, and vendor ROI.
- Develop playbooks and best practices that enable rapid scaling and consistent execution across diverse operational sites.
- Lead crisis management and operational continuity planning to maintain business resilience and compliance in dynamic environments.
Vendor & Partner Ecosystem Management
- Own the global vendor strategy covering partner selection, commercial negotiation, performance management, and strategic transformation initiatives.
- Build long-term partnerships with BPO and technology vendors to enhance delivery capacity, agility, and innovation.
- Define and monitor vendor KPIs tied to cost efficiency, quality, compliance, and people engagement.
- Partner closely with Procurement, Finance, and Legal teams to ensure robust governance and contractual performance.
People Leadership & Organizational Development
- Lead and develop a high-performing global operations leadership team, fostering a culture of excellence, inclusivity, and data-driven accountability.
- Set a clear vision for leadership development, talent mobility, and organizational design to support evolving business needs.
- Create and nurture a strong feedback culture that encourages continuous learning, improvement, and ownership across all levels.
- Serve as a visible, empathetic leader connecting strategy to execution and inspiring teams across regions and time zones.
Minimum Qualifications
- Masters in Business Administration (MBA) or equivalent advanced degree strongly preferred.
5+ years of progressive experience in global operations within large-scale, matrixed organizations (e.g., Technology, Trust & Safety, Customer Experience, E-commerce), including at least 5 years in senior leadership roles managing regional or global operations teams and scaling delivery models across multiple geographies.
- 5+ years of experience driving operational scaling initiatives including the design and optimization of multi-site delivery models that support business expansion and efficiency.
- Proven track record in launching a BPO operations framework in close collaboration with Trust & Safety and cross-functional teams, to strengthen compliance, quality, and service resilience.
- Proven success in driving automation and digital transformation initiatives that enhance productivity, streamline workflows, and enable data-driven decision-making.
- Demonstrated ability to translate operational excellence into measurable business impact, including improvements in service quality, customer experience, and overall contribution to positive GMV outcomes.
- Strong executive presence with the ability to influence and align stakeholders across regions, functions, and leadership levels.
- Financial and commercial acumen, with experience managing global budgets, cost optimization, and vendor ROI.
Preferred Qualifications
- Expertise in operational transformation, automation, and AI-driven process optimization.
- Certification or training in Lean Six Sigma, PMP, or Operational Excellence methodologies.
- Experience managing distributed teams across diverse cultural and regulatory landscapes.
- Demonstrated ability to lead through ambiguity, drive large-scale change, and build alignment across global teams.