Director, Customer Service

Job Description

REQUIREMENTS

• 12+ years of professional experience.
• Strong executive presence with the ability to influence at a regional level.
• Demonstrated ability to make data-driven decisions and leverage insights effectively.
• Proven cross-cultural leadership experience across multiple geographies and time zones.
• Experience in change management and driving organizational transformation.
• Fluency in both English and Arabic (verbal and written).
• Experience leading hybrid and/or remote service delivery models.
• Proven experience partnering with global vendors and outsourced service providers.
• Willingness to travel up to 25%.
• Bachelor’s or Master’s degree in business, education, or a related field.

RESPONSIBILITIES

• Provide regional leadership and strategic oversight for customer service operations across EMEA, UK, Ireland, and APAC.
• Translate global CX strategy into a cohesive regional operating model, standardizing KPIs and service frameworks.
• Own regional operational performance outcomes, including CSAT, resolution effectiveness, quality, and cost-to-serve.
• Serve as a senior escalation point for cross-market customer issues, balancing risk and operational constraints.
• Hire, coach, and develop regional people leaders while building robust succession plans.
• Partner with Global CX, Sales, Product, and Finance to align priorities and resource decisions.
• Identify continuous improvement opportunities using data and Voice of Customer (VOC) insights.
• Guide regional workforce and vendor strategy to ensure delivery models support business demand.

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