Role Purpose
Create and lead best in class contact center operations that consistently delivers a customer experience that maximizes profitable revenue, optimizes cost of sale, promotes brand preference, and builds customer loyalty. Create a high performing culture of accountability that fosters employee development and promotes high employee engagement.
Key Accountabilities
- Orchestrate Global Leadership: Provide overarching direction for all internal, IHG-managed regional teams, ensuring a unified and high-performance service delivery model that perfectly aligns with global organizational strategies. Aligns closely with regional hotel operations support teams for GR related matters.
- Cultivate an Elite Performance Culture: Establish and maintain a Culture of Coaching and continuous improvement, building skills across the organization to support a sophisticated omnichannel environment—including agent-managed, AI-assisted, and fully automated interactions.
- Drive Cross-Functional Strategic Innovation: Partner across the business to identify friction points in the customer and agent journey, delivering data-backed insights that shape future strategies and improve global performance. Strong understanding of BPO practices for emerging trends and aligning a strategy, with Workforce Management, to stay ahead of industry trends.
- Master Operational Change Management: Provide critical insight into the business impact of recommended changes, ensuring all system and service updates are successfully implemented and adopted by global colleagues.
- Maximize Revenue and Loyalty ROI: Lead the implementation of corporate programs and tools that drive revenue, service recovery, and guest loyalty, while maintaining world-class standards for productivity and quality.
- Instill a High-Performance Sales Mindset: Transform reservation contacts into proactive value-drivers by embedding a consultative sales culture that prioritizes conversion, upselling, and the acquisition of high-value loyalty members.
- Champion Data-Led Course Correction: Conduct rigorous service delivery reviews using advanced analytics to measure operational effectiveness and bridge performance gaps through rapid-response action plans.
- Execute Against Aggressive KPI Targets: Take full accountability for meeting and exceeding global performance benchmarks, including Conversion Rate, First Contact Resolution (FCR), and Net Promoter Score (NPS), through disciplined execution and operational rigor.
- Develop High-Performing, Inclusive Teams: Lead and mentor a diverse global workforce, acting as a key advisor on talent acquisition, performance management, and career development to ensure long-term organizational success.
- Own the Talent Lifecycle: Empower your leadership tier to hire, coach, and assess elite talent, fostering an environment where accountability, professional growth, and high engagement are the standard.
- Synchronize Brand Standards: Communicate and implement consistent service priorities across all regions, ensuring every internal agent acts as a seamless ambassador for the broader IHG mission.
- Maintain Global Executive Availability: Operate consistently within US Eastern Standard Time (EST) business hours to ensure real-time alignment with corporate leadership and seamless daily orchestration of global operational priorities. Exercises sound judgement on alignment to critical stakeholders.
Key Skills & Experiences
Education
- Bachelor or Master degree in a relevant field of work or an equivalent combination of education and work related experience.
Experience
- 10+ years of progressive experience in contact center or hospitality leadership
- At least 3 years of direct experience managing multi-site, global internal service center operations.
Technical Skill & Knowledge
- Strong understanding of digital engagement channels and smart automation to enhance the Human-AI synergy and drive operational improvements within an internal contact center.
- Expertise in financial statement analysis, complex staffing models, and telecommunications to optimize global cost-to-serve while exceeding revenue targets.
- Proven ability to lead and inspire diverse, remote global teams across different geographies and cultural environments with minimal direct supervision.
- Demonstrated ability to solve complex problems under pressure while maintaining strict alignment with operational plans, budgets, and IHG's global strategy.
- Excellent written, verbal, and interpersonal communication skills, with the ability to influence and collaborate with cross-functional stakeholders at all levels of the organization.
- Proven track record of converting corporate strategy and high-level metrics into clear operational objectives, driving execution, and ensuring total accountability for KPI delivery.
- Demonstrated experience in embedding a consultative sales mindset and a Culture of Coaching within reservation and service environments to drive conversion and loyalty.
- Proven success in leading and developing high-performing internal teams, with a focus on talent acquisition, performance management, and building a robust leadership pipeline.
- Demonstrated ability to deliver against both short- and long-term plans, ensuring the successful global adoption of new systems, tools, and brand standards by internal colleagues.
- Strong experience with contact center tools and discipline
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You'll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there's Room for You at IHG.
Over recent years, we've transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That's why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that's why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job We'll never know unless you hit the Apply button. Start your journey with us today.
