The Site Director will lead and manage end-to-end operations for a large-scale Global Support Center, overseeing 12+ cross-functional teams (300+ members) across diverse functions including creative design, product lifecycle management, inventory planning, sales support, accounts management, logistics, digital technology, people management, finance, and manufacturing-related operations. This role requires a strategic leader and operational expert who can drive performance, foster collaboration, and deliver exceptional brand experiences in a rapidly evolving global environment.
Key Responsibilities:
Leadership & Strategy
- Lead overall operational strategy and site performance, ensuring alignment with global business objectives.
- Guide 12+ cross-functional teams to achieve operational goals and deliver exceptional customer experience.
- Serve as a strategic partner and operational tactician, driving initiatives rooted in SLAs and KPIs.
- Foster a high-performance culture, optimizing capacity while maintaining budget alignment.
- Mentor senior leaders and develop high-performing teams.
Operational Excellence
- Manage P&L, financial budgets, and accurate expenditure forecasts.
- Oversee production, engineering, quality, supply chain, and facility operations.
- Forecast and plan workforce supply and demand; conduct gap analysis for rightsizing.
- Implement efficiency, cost reduction, and process improvement initiatives.
- Ensure compliance with safety, quality, regulatory, and contractual standards.
Collaboration & Stakeholder Management
- Partner with global organizational leaders, functional partners, and third-party contractors.
- Act as the key point of contact for global stakeholders, ensuring alignment on goals and priorities.
- Lead quarterly operations reviews and report on KPIs and performance metrics.
- Collaborate with U.S.-based leadership on reporting and operational alignment.
Change Management & Innovation
- Lead positive change initiatives and adopt emerging trends and best practices.
- Drive projects that enhance operational efficiency and elevate consumer experience.
Required Skills & Competencies
Leadership & People Management
- Proven ability to lead large, diverse teams in a global environment.
- Strong coaching, mentoring, and talent development skills.
- Ability to foster trust, collaboration, and a high-performance culture.
Strategic & Operational Expertise
- Strong business acumen with experience managing P&L and budgets.
- Expertise in workforce planning, capacity management, and organizational design.
- Skilled in setting and monitoring KPIs and SLAs.
Process Improvement & Change Leadership
- Experience in lean manufacturing, continuous improvement methodologies, and operational excellence.
- Ability to lead change initiatives and adapt to evolving business landscapes.
Communication & Stakeholder Engagement
- Exceptional communication and presentation skills.
- Ability to influence and collaborate with senior leadership and global stakeholders.
Technical & Analytical Skills
- Proficiency in digital tools and technology for global operations.
- Strong analytical and problem-solving skills for root cause analysis and incident management.
Qualifications & Experience
- Bachelor's degree in Engineering, Operations, Manufacturing, Industrial Management, Business, or related field.
- 10+ years in operations leadership roles, preferably in global support centers, shared services, or manufacturing/BPO environments.
- 5+ years in senior leadership or director-level roles.
- Proven track record in strategic planning, P&L management, and operational execution.
- Expertise in lean manufacturing, process optimization, and quality systems.
- Previous experience managing large-scale teams (200+ members) across multiple functions.
- Ability to work in a hybrid environment and adapt to U.S. night shift schedules.
- Background in industries such as retail, logistics, or global business services is a plus.
