Director, Global Customer Service

About the role

The Director, Global Customer Service will lead improvement initiatives across multiple sites in Egypt and Kenya, ensuring consistent service delivery and representing the operation to the client. The role is responsible for implementing TP Systems’ operational framework and maintaining compliance while driving continuous improvement.

Key responsibilities

• Implement the Global Organizational Structure and Roles & Responsibilities Blueprint and ensure alignment across global, regional and local teams.
• Establish and maintain internal KPIs, reporting standards and performance dashboards, validating data with L‑SDMs.
• Drive continuous improvement by identifying fail points, anomalies and clarification needs.
• Oversee the Global Quality, Process and Training Management Blueprint and coordinate between Global and Local QPT teams.
• Manage intra‑daily, daily and weekly client communications and ensure operational teams follow defined processes and timelines.

Required profile

• Bachelor’s degree in a related discipline or equivalent experience.
• 5+ years in account management, service delivery or operations within BPO/customer service, including 2+ years leading managers across multiple sites or countries.
• Six Sigma certification with DMAIC experience preferred.
• Proficiency in Google Workspace applications and strong data‑reporting skills.
• English proficiency at CEFR C1/C2 level.

Required skills

• Google Workspace applications (Sheets, Docs, Slides, Drive).
• Six Sigma certification.
• DMAIC experience.