Director of Operations & AI Transformation-BPO Strong salary and benefits 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 (e NPS): Drive initiatives to improve engagement and foster a collaborative culture Customer Experience (c NPS): 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 #LI-MB3 APPLY NOW! Skills: "AI Transformation" "Operations Director" "BPO