About this role
The role
We're looking for an experienced and strategic leader to drive our global outbound reactivation operations and optimize the performance of our international BPO partner network. In this role, you'll shape scalable operational strategies, enhance customer reactivation outcomes, and collaborate with cross-functional stakeholders to deliver exceptional customer experiences while improving efficiency and reducing acquisition costs. If you're passionate about operational excellence, call center optimization, and leading global partnerships, we'd love to hear from you.
What you’ll do
• Define and implement the global outbound reactivation operations strategy to drive customer reactivation and revenue recovery while lowering customer acquisition cost (CAC).
• Oversee the performance of global reactivation BPO partners, ensuring strict adherence to critical KPIs, SLAs, and performance metrics.
• Lead the search, selection, onboarding, contract alignment, and continuous evaluation of global BPO providers.
• Collaborate closely with external BPO partners to standardize processes, align operating models, and elevate agent performance globally.
• Ensure external partners are equipped with standard operating tools, continuous training systems, and resources required to execute their scope effectively.
• Lead operational excellence initiatives to improve call center productivity, streamline processes, and reduce operational inefficiencies.
• Ensure consistent monitoring of internal/external call quality, overseeing the Quality Assurance team to enforce regulatory compliance and elevate overall customer experience (CX).
• Partner closely with the Marketing Call Center Associate Director to align strategies, integrate joint campaigns, and act as a key leader influencing cross-functional and regional stakeholders.
What you’ll bring
• 5+ years of professional experience in global call center operations and BPO vendor management, including leading partner selection, onboarding, and global performance oversight.
• Strong track record in defining outbound customer reactivation or retention strategies that drive revenue recovery and lower overall CAC.
• Expertise in call center optimization, with a demonstrated ability to identify inefficiencies, standardize workflows, build scalable process models, and leverage data-driven, analytical decision-making.
• Proven leadership experience managing Quality Assurance (QA) teams, enforcing call compliance, and monitoring voice and digital quality metrics across regions.
• Excellent communication and stakeholder management skills, with fluent English and the ability to collaborate effectively with marketing directors, regional leads, global executives, and international partners.
• Action-oriented leader with a proven capacity to influence cross-functional squads, direct reports, and diverse international stakeholder groups.
• Strong analytical mindset and high affinity for data, wi