Director, Customer Service, Eastern Hemisphere

About the role

McGraw Hill is seeking a senior leader to oversee customer service operations across the Eastern Hemisphere, covering the UK, Ireland, Europe, the Middle East, Africa, APAC, India and Australia. The role ensures a consistent, high‑quality customer experience while scaling operations to meet regional demand.

Key responsibilities

• Provide regional leadership and strategic oversight for customer service across EMEA, UK, Ireland, and APAC.
• Translate the global CX strategy into a cohesive regional operating model, standardising KPIs, service frameworks and governance.
• Own regional performance metrics such as CSAT, resolution effectiveness, quality, cost‑to‑serve and capacity health, and course‑correct when needed.
• Act as the escalation point for senior‑level or cross‑market customer issues, balancing impact, risk and operational constraints.
• Hire, coach and develop regional people leaders, build succession plans and foster a culture of accountability and continuous improvement.
• Partner with Global CX, Sales, Product, Technology, Finance and Operations to align priorities, roadmaps and resource decisions.
• Identify and sponsor continuous‑improvement initiatives using data and Voice of Customer insights, including process, tooling and automation opportunities.
• Guide regional workforce and vendor strategy to ensure capacity, sourcing and vendor mix support business demand.
• Approve regional operating changes, prioritisation decisions and investment recommendations within approved authority.

Required profile

• 12+ years of professional experience, including senior leadership roles.
• Strong executive presence with the ability to influence at a regional level.
• Proven ability to make data‑driven decisions and leverage insights effectively.
• Cross‑cultural leadership experience across multiple geographies and time zones.
• Experience in change management and driving organisational transformation initiatives.
• Fluency in English and Arabic with excellent verbal and written communication skills.
• Experience leading hybrid and/or remote service delivery models.

Required skills