Global Senior Director, Grid Contract Workforce Transformation

Description

• Advanced Analytics & Continuous Improvement: Partner with Reporting teams to enhance data-driven decision-making while adopting automation and Gen AI technologies to improve efficiency, quality, and customer experience. Foster a Lean culture of continuous improvement across operational and financial metrics.
• Stakeholder Engagement & Governance: Act as a liaison to senior leadership, ensuring execution of transformation efforts across a highly matrixed environment. Establish a structured cadence and governance model for service delivery enhancements.
• Organizational Transformation & Change Management: Design and implement transformation strategies, including communication plans, sponsorship roadmaps, training programs, readiness assessments, and governance structures. Advise senior leaders on organizational impacts and drive alignment with business priorities.
• Third-Party Collaboration & Performance Oversight: Own and optimize relationships with third-party service providers, ensuring alignment with organizational goals and performance metrics. Establish standardized engagement processes while managing escalations and resolving issues promptly.
• Operational Strategy & Business Transformation: Define and execute the vision for global delivery, aligning it with business objectives while ensuring operational excellence across all regions. Serve as the single point of contact for 3rd party contract worker related transformation initiatives within the Transformation Management Office.
• Demand Planning & Resource Optimization: Develop advanced forecasting models to optimize resource allocation and operational capacity, including scaling the resourcing mix in best-cost locations. Establish frameworks for workforce planning with 3rd parties, and quality delivery.
• Industry Benchmarking & Innovation: Research and integrate world-class practices by benchmarking with external organizations. Develop cross-functional initiatives and create a roadmap for product service evolution.

Requirements

• Lean & Change Management: Experience implementing Lean methodologies, business transformation strategies, and change management frameworks in global organizations.
• Leadership & Strategy Experience: 15+ years in global service leadership, with a strong track record in business transformation and operational execution.
• Third-Party & Program Management Expertise: Proven ability to manage and scale third-party service partnerships while optimizing efficiency and SLA performance.
• Global & Cultural Awareness: Capable of leading transformation efforts in a diverse, multi-regional environment with a “global mindset.”
• Technology & Automation Acumen: Strong knowledge of contemporary service automation tools, including Gen AI, analytics, and forecasting techniques.
• Process Improvement & Innovation: Demonstrated expertise in driving operational and technological innovation to enhance service quality and efficiency.
• Cross-Functional Stakeholder Engagement: Exceptional ability to synthesize complex issues, facilitate cross-functional collaboration, and drive execution across organizational boundaries.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance