Experience Center Director

• Highly visible leadership role with direct exposure to global stakeholders
• Lead transformation initiatives across a large-scale GCC

About Our Client Our client is a global, innovation-led Global Capability Center supporting operations across multiple regions. As part of its continued investment in service excellence and employee experience, the organization is strengthening leadership within its Manila Hub, which serves as its primary global contact center.The business is focused on evolving from traditional service delivery models toward a more customer-centric, digitally enabled experience model. As such, they are seeking a strategic leader who can balance operational performance with transformation, employee engagement, and stakeholder partnership to elevate the value delivered by the GCC.

Job Description The Director of Experience Center will be responsible in leading its global employee support and service operations. This role will oversee a large-scale organization responsible for delivering a seamless employee experience across multiple service channels. This is not a traditional contact center leadership role. The organization is seeking a strategic people leader who can elevate employee experience, influence senior stakeholders, and lead through change.

• Lead the Global Experience Center and drive the overall employee experience strategy, service performance, and operational effectiveness.
• Develop and execute initiatives that improve employee engagement & satisfaction service quality, and organizational performance.
• Partner with global functional leaders and stakeholders to align service delivery capabilities with evolving business needs.
• Champion process improvement, automation, workforce optimization, and service innovation initiatives.
• Leverage customer insights, employee feedback, and operational data to identify opportunities for continuous improvement.
• Build an engaged, high-performing leadership team while reducing turnover and strengthening organizational culture.
• Drive governance, operational reporting, risk management, and service performance management across the organization.
• Support broader enterprise transformation initiatives.

The Successful Applicant We are interested in speaking with experienced Contact Center Operations, Customer Service, Employee Experience, Shared Services, or Global Business Services leaders who have successfully led large-scale service organizations within complex multinational environments. Must have experience in managing global teams.

• Strong understanding of customer experience, employee experience, and service management principles.
• Strong stakeholder management and influencing skills, with the ability to build credibility across senior leadership teams within highly matrixed global organizations.
• A strategic mindset with the ability to balance long-term transformation goals with immediate business needs.
• Experience leading large teams through engagement, capability building, and cultural change initiatives.
• Strong analytical and problem-solving capabilities, using data and insights to drive decision-making.
• Proven ability to drive operational excellence and continuous improvement.

What's on Offer

• Highly visible leadership role with direct exposure to senior global stakeholders.
• Platform to drive meaningful improvements in employee experience, customer satisfaction, and organizational effectiveness

Quote job ref: JN-102026-7118337