Position Overview
We are seeking a passionate and experienced Global Senior Manager to join our QA Managed Services team. The ideal candidate will have a strong background in QA, Operations, or a related field, with the ability to drive organizational change and manage cross-functional teams. This role will ensure our company's customer experience strategy aligns with our business goals and exceeds our customers expectations.
- Global QA Managed Services Strategy
- Implement best practices to streamline operations and enhance service delivery.
- Conduct regular assessments to ensure optimal resource utilization and adherence to budget.
- Execute the QA Managed Services Strategy to address the root causes of low performance.
- Work closely with Global OPs and CRMs to strengthen customer loyalty, deliver exceptional service, and improve efficiency by monitoring and identifying at-risk clients and executing Get-to-Green action plans.
- Reshape the Global QA Managed Services Organization:
- Lead initiatives to transform the Global QA MS organization to better align with company goals and customer needs.
- Report to the Global QA Transformation Director and collaborate with Global Senior QA Managers, QA Managers, and regional teams.
- Oversee standardized processes to maintain consistent, high-quality standards across regions.
- Facilitate smoother operations, leveraging global expertise and best practices.
- Portfolio Growth and Financial Management:
- Drive the execution of the 2026 growth strategy and proactively contribute to building a robust, active sales funnel to expand the QA Managed Services Portfolio.
- Oversee 2026 budget execution, manage the invoicing process, and ensure effective client relationship financial management.
- Collaboration and Strategic Approach:
- Establish and maintain meaningful, collaborative relationships with stakeholders and team leaders.
- Identify and address global QA Managed Services needs through effective learning interventions.
- Report regularly on learning KPI achievements and progress.
- Report insights and provide regular updates and reports to ELT.
- Create a high-performing team environment.
- Define Global QA MS engagement strategies in close collaboration with global and Regional Directors and the Operational Excellence leadership team.
- Create a Global QA tactical plan and road map, prioritizing projects and initiatives with alignment from regional teams.
External Qualifications
- Bachelor's degree in Business Administration, Marketing, or a related field preferred.
- 5 years of experience in a senior leadership role in PMO, CE, OPS, or a similar field, preferably with global or multinational companies.
- Understanding of financial metrics: Revenue, Gross Margin, and EBITDA is a plus.
- Strong leadership skills with experience in managing cross-functional teams and driving organizational change.
- Excellent interpersonal and communication skills, with the ability to build strong relationships with clients and stakeholders.
- Strong analytical skills with the ability to leverage data to drive decisions and improvements.
- Familiarity with customer experience platforms and tools, such as CRM systems.
Personal Attributes
- Passionate about customer experience and continuous improvement.
- Strategic thinker with a proactive and solution-oriented approach.
- Ability to work in a fast-paced, dynamic environment with multiple priorities.
- Culturally aware and effective in working with diverse teams and clients.
