Operations Director – AI & Digital Transformation (BPO)
Location: Cork (Hybrid)
Salary: €125,000 – €130,000 + Package
Type: Permanent
The Opportunity
We are partnering with a leading global outsourcing and BPO (Business Process Outsourcing) organisation to appoint an experienced Operations Director to lead a major transformation program across their customer service delivery operations in Ireland, through the integration of agentic AI & related automation.
This is a high-impact leadership role focused on modernising service delivery through AI, automation and digital platforms, while shaping next-generation customer experiences across multi-channel environments.
You will play a critical role in driving innovation, improving service outcomes and embedding intelligent operational frameworks across a large-scale BPO environment.
We are specifically looking for an experienced, senior operations leader with proven BPO industry experience, including leading multiple operational verticals and someone who has the Digital AI skills to enable this transformation.
Key Responsibilities
Lead the end-to-end transformation of BPO services & customer operations leveraging AI, automation and cloud-based technologies
Design and implement intelligent, omnichannel customer service frameworks
Drive the deployment of AI copilots and automation tools
Ensure intelligent operational readiness and successful delivery of transformation programmes
Champion Workforce Transformation including reskilling and role redesign
Build strong stakeholder and client relationships
Own performance through data-driven insights
Promote a culture of innovation and high performance
Essential Expertise required
Proven Operations leadership in BPO / shared services / large-scale operations
Strong track record in AI & automation-led transformation projects
Experience with AI tools, automation, AWS or Salesforce
Data Driven, decision-making capability
Excellent stakeholder management & change Leadership skills
Commercial and analytical mindset
Excellent communication and leadership skills
Why This Role?
Lead a cutting-edge AI transformation programme
Influence strategy and customer experience at scale
Senior leadership exposure within a global organisation
Competitive executive package and progression opportunities
If you are a senior operations leader with BPO industry expertise and a passion for AI-driven transformation & customer excellence, we are keen to speak with you.
Location & Travel
Hybrid working with Cork base. Travel across Ireland and the UK may be required.
Please note that you MUST also have EU/EEA/UK citizenship or hold a current valid work visa for Ireland. No Sponsorship considered.
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