Location: ROI (Hybrid – Cork base, with travel across ROI and UK as required).
Role Purpose
This role is central to delivering frictionless, high-quality customer experiences, leading the operational transformation of customer service delivery through the integration of agentic AI, automation, and hyperscaler platforms such as AWS and Salesforce.
The Operations Director will be responsible for shaping and delivering intelligent, adaptive, and empathetic customer experiences across multiple channels. This includes ensuring the right blend of human and AI capabilities, preparing the workforce for future roles, and embedding innovation at the core of operations. The role will also support strategic initiatives and ensure operational readiness for new technologies, frameworks, and service models.
Key Priorities
Lead the operational transformation of BPO services using AI, automation, and digital platforms
Drive the implementation of intelligent service frameworks that adapt to customer needs and channel preferences
Ensure seamless rollout and embedding of strategic initiatives across operations, including agent enablement, reporting, and planning
Champion workforce transformation through role redesign, upskilling, and cultural change
Collaborate with internal and external stakeholders to ensure successful delivery and measurable impact
Key Accountabilities
AI & Automation Integration: Deploy agentic AI and AI copilots to support agents, automate routine tasks, and enhance customer interactions
Operational Readiness: Ensure all strategic projects are operationally embedded, with clear ownership, reporting, and success metrics
Customer Experience Design: Build omnichannel service models that use AI to route issues to the right channel and resource
Workforce Transformation: Lead initiatives to upskill teams in AI literacy, digital empathy, and adaptive service delivery
Stakeholder Engagement: Collaborate with technology teams and internal departments to align on goals and execution
Change Leadership: Communicate change effectively, manage expectations, and foster a culture of innovation and adaptability
Performance Monitoring: Track KPIs, measure impact, and adjust strategies to ensure continuous improvement
Commercial Awareness: Align operational improvements with broader business goals and market trends
Employee Engagement (eNPS): Drive initiatives to improve engagement and foster a collaborative culture
Customer Experience (cNPS): Ensure high satisfaction by delivering exceptional experiences and continuously improving service quality
Judgement & Decision-Making
Data-driven decision-making using analytics and AI insights
Strong prioritisation across short-term delivery and long-term transformation goals
Strategic thinking aligned to organisational objectives
Adaptability to emerging technologies and evolving customer expectations
Cross-functional collaboration across teams
Effective resource allocation across people, budget, and technology
Ethical leadership with a focus on transparency and responsible AI practices
Experience & Skills Required
Minimum 5+ years in operations leadership within BPO or business process management
Proven experience delivering AI and automation-led transformation initiatives
Strong stakeholder management and engagement skills
Proficiency in Microsoft Office Suite, including MS Project, Visio, and Copilot
Experience with hyperscaler platforms (AWS, Salesforce) and AI tools preferred
Excellent communication, presentation, and change leadership capabilities
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