Director of Operations – BPO & Customer Experience
Location
Amman, Jordan
Company Description
CsMena is a leading Business Process Outsourcing (BPO) company delivering multilingual Customer Experience (CX), Contact Center, Content Moderation, Back Office, and Business Support Services to organizations across the Middle East and international markets.
Through operational excellence, technology-enabled solutions, and highly skilled professionals, CsMena enables organizations to enhance customer experiences, optimize business processes, and achieve sustainable growth. As part of our continued expansion, we are seeking an exceptional Director of Operations – BPO & Customer Experience to lead our operational excellence strategy and oversee the successful delivery of services across multiple client accounts.
About the Role
The Director of Operations – BPO & Customer Experience will provide strategic leadership and operational oversight for multiple client portfolios, ensuring exceptional service delivery, client satisfaction, operational efficiency, and financial performance.
Reporting to executive leadership, the successful candidate will lead large-scale operations across multiple customer accounts, managing diverse operational teams while driving continuous improvement, customer success, and profitable business growth.
This role requires a highly accomplished BPO leader with extensive experience managing multiple client accounts, leading senior operational teams, and delivering measurable business results within fast-paced customer experience environments.
Key Responsibilities
Strategic Operations Leadership
- Develop and execute operational strategies aligned with CsMena's business objectives and growth plans.
- Lead multiple customer service and business process outsourcing operations across various industries and client portfolios.
- Ensure operational excellence through consistent achievement of service levels, quality standards, productivity, and financial objectives.
- Drive operational transformation initiatives that improve efficiency, scalability, and customer experience.
- Foster a culture of accountability, innovation, collaboration, and continuous improvement.
Multi-Account & Client Portfolio Management
- Oversee the successful delivery of services across multiple client accounts simultaneously.
- Ensure all contractual obligations, service level agreements (SLAs), and key performance indicators (KPIs) are consistently achieved.
- Conduct regular business reviews with clients to assess performance, identify opportunities, and strengthen long-term partnerships.
- Manage executive-level client relationships and act as the primary escalation point for strategic operational matters.
- Support account growth by identifying opportunities for service expansion, upselling, and cross-selling.
Operational Excellence
- Establish and monitor operational performance frameworks to ensure efficiency, quality, and customer satisfaction.
- Utilize operational data and analytics to drive informed decision-making and continuous improvement.
- Collaborate with Quality Assurance, Workforce Management, Training, HR, IT, and Finance teams to optimize operational performance.
- Lead business continuity planning, risk management, and operational compliance initiatives.
- Champion process optimization, automation, and the adoption of innovative technologies.
Financial & Commercial Management
- Own the operational P&L and ensure financial targets are achieved.
- Manage budgets, resource planning, forecasting, and operational cost optimization.
- Improve profitability through productivity enhancements and operational efficiencies.
- Partner with Business Development and Solution Design teams to support client proposals, pricing strategies, and solution development.
- Contribute to commercial discussions and contract negotiations when required.
Leadership & Talent Development
- Lead, mentor, and develop Operations Managers, Senior Operations Managers, Account Managers, Team Managers, and support functions.
- Build high-performing leadership teams through coaching, succession planning, and talent development.
- Drive employee engagement, performance management, and retention initiatives.
- Promote a culture of continuous learning, accountability, and operational excellence.
- Ensure organizational capability supports future business growth.
Customer Experience & Service Delivery
- Ensure exceptional customer experiences across all client programs.
- Drive improvements in Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Contact Resolution (FCR), and overall service quality.
- Lead initiatives that improve customer journeys and operational effectiveness.
- Collaborate with clients to identify opportunities for innovation and service enhancement.
- Ensure consistent delivery of customer-centric solutions across all operations.
Business Growth & Transformation
- Support the successful launch and transition of new client programs.
- Collaborate with Sales and Business Development teams during solution design and client acquisition activities.
- Identify opportunities to introduce new services, technologies, and operational capabilities.
- Contribute to CsMena's strategic transformation into a technology-enabled Customer Experience organization.
- Represent the Operations function in executive meetings, client presentations, and strategic planning initiatives.
Required Qualifications
- Bachelor's degree in Business Administration, Management, Marketing, Engineering, or a related discipline.
- MBA or postgraduate qualification is considered an advantage.
Required Experience
- Minimum 10 years of progressive experience within the BPO, Contact Center, Customer Experience, or Managed Services industry.
- Minimum 5 years in a senior operations leadership position (Operations Director, Head of Operations, Senior Operations Manager, or equivalent).
- Proven experience managing multiple client accounts across different industries.
- Experience leading large-scale customer service operations with responsibility for operational performance and profitability.
- Demonstrated success in managing senior operational leaders and cross-functional teams.
- Strong experience managing executive-level client relationships.
Mandatory Requirements
- Proven leadership experience within a BPO, Customer Experience, or Contact Center environment.
- Extensive experience managing multiple customer accounts simultaneously.
- Strong operational and commercial acumen with responsibility for financial performance.
- Experience managing SLAs, KPIs, workforce planning, quality assurance, and operational governance.
- Strong stakeholder management skills with the ability to influence executive-level clients.
- Experience leading organizational change and operational transformation initiatives.
- Excellent communication, negotiation, and presentation skills.
- Fluency in English and Arabic.
Preferred Industry Experience
Candidates with experience in one or more of the following industries are highly preferred:
- Business Process Outsourcing (BPO)
- Customer Experience (CX)
- Contact Centers
- Shared Services
- Managed Services
- Customer Support Operations
- Business Services
- Technology-Enabled Services
- Digital Customer Operations
Core Competencies
- Strategic Leadership
- Operational Excellence
- Multi-Account Management
- Client Relationship Management
- Financial & Commercial Acumen
- Customer Experience Leadership
- Performance Management
- Business Transformation
- Change Management
- Talent Development
- Decision-Making
- Problem Solving
- Executive Communication
- Stakeholder Management
- Data-Driven Leadership
Key Performance Indicators (KPIs)
- Client Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Service Level Agreement (SLA) Achievement
- Operational Profitability
- Gross Margin Performance
- Revenue Growth Across Existing Accounts
- Customer Retention Rate
- Account Expansion & Upselling Success
- Employee Engagement Score
- Employee Attrition Rate
- Productivity & Utilization
- Quality Assurance Performance
- Workforce Efficiency
- Successful Delivery of New Client Implementations
What We Offer
- Competitive executive compensation package.
- Performance-based annual bonus.
- Opportunity to lead large-scale, multi-client operations within a growing regional BPO organization.
- Exposure to leading regional and international clients.
- Executive leadership development opportunities.
- Collaborative, innovation-driven, and high-performance work environment.
- Opportunity to play a key role in shaping the future growth and operational excellence of CsMena.
