Director, Customer Service, Eastern Hemisphere
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Key skills for this role
About the Role
McGraw Hill seeks a Director of Customer Service to lead regional operations across EMEA, UK, Ireland, APAC, and India/Australia. The role involves translating global CX strategy into regional operating models, owning performance outcomes, and managing teams.
Key Skills for This Role
Responsibilities
- Provide regional leadership and strategic oversight for customer service operations across EMEA, UK, Ireland, APAC, ensuring consistent customer experience and scalable delivery models.
- Translate global CX strategy into a cohesive regional operating model, standardizing KPIs, service frameworks, and governance while accounting for local market needs.
- Own regional operational performance outcomes, including CSAT, resolution effectiveness, quality, cost to serve, and capacity health; actively course correct when performance is off track.
- Serve as escalation point for senior level or cross market customer issues, balancing customer impact, risk, and operational constraints.
- Hire, coach and develop regional people leaders; build succession plans and foster a culture of accountability, continuous improvement, and cross regional learning.
- Partner with Global CX, Sales, Product, Technology, Finance, and Operations to align priorities, roadmaps, and resource decisions with customer impact.
- Identify and sponsor continuous improvement initiatives using data and Voice of Customer (VOC) insights, including process, tooling, and automation opportunities.
- Guide regional workforce and vendor strategy (capacity, sourcing, vendor mix) to ensure planning and delivery models support business demand.
- Approve regional operating changes, prioritization decisions, and investment recommendations within approved authority.
Requirements
- 12+ years of overall professional experience
- Strong executive presence with ability to influence at regional level
- Demonstrated ability to make data driven decisions
- Proven cross cultural leadership experience across multiple geographies
- Experience in change management and driving organizational transformation
- Fluency in both English and Arabic
- Experience leading hybrid and/or remote service delivery models
- Proven experience partnering with global vendors and outsourced service providers
- Willingness to travel up to 25%
- Bachelor's/Master's degree in business, education or related field
Full Job Posting
Overview
- BUILD THE FUTURE At McGraw Hill we create best in class, next generation learning platforms used by millions of students and educators worldwide.
- We are seeking a Director, Customer Service to provide regional leadership and strategic oversight for customer service operations across UK, Ireland, Europe, Middle East, Africa, and APAC, including India and Australia.
What you will be doing
- Provide regional leadership and strategic oversight for customer service operations across EMEA, UK, Ireland, APAC, ensuring consistent customer experience and scalable delivery models.
- Translate global CX strategy into a cohesive regional operating model, standardizing KPIs, service frameworks, and governance while accounting for local market needs.
- Own regional operational performance outcomes, including CSAT, resolution effectiveness, quality, cost to serve, and capacity health; actively course correct when performance is off track.
- Serve as escalation point for senior level or cross market customer issues, balancing customer impact, risk, and operational constraints.
- Hire, coach and develop regional people leaders; build succession plans and foster a culture of accountability, continuous improvement, and cross regional learning.
- Partner with Global CX, Sales, Product, Technology, Finance, and Operations to align priorities, roadmaps, and resource decisions with customer impact.
- Identify and sponsor continuous improvement initiatives using data and Voice of Customer (VOC) insights, including process, tooling, and automation opportunities.
- Guide regional workforce and vendor strategy (capacity, sourcing, vendor mix) to ensure planning and delivery models support business demand.
- Approve regional operating changes, prioritization decisions, and investment recommendations within approved authority.
What you need to be considered
- 12+ years of overall professional experience.
- Strong executive presence with the ability to influence at a regional level.
- Demonstrated ability to make data driven decisions and leverage insights effectively.
- Proven cross cultural leadership experience across multiple geographies and time zones.
- Experience in change management and driving organizational transformation initiatives.
- Fluency in both English and Arabic, with strong verbal and written communication skills.
- Experience leading hybrid and/or remote service delivery models.
- Proven experience partnering with global vendors and outsourced service providers.
- Willingness to travel up to 25%, particularly during the initial phase.
- Bachelor’s/Master’s degree in business, education or related field.
WHY WORK FOR US?
- At McGraw Hill, you will be empowered to make a real impact on a global scale.
- In our culture of curiosity and innovation, you will be able to own your growth and develop as we do.
- The work you do at McGraw Hill will be work that matters.
Additional Information
- McGraw Hill recruiters always use a @mheducation.com email address and/or from iCIMS. Any variation should be considered suspicious.
- McGraw Hill recruiters and authorized representatives will never request sensitive information in email.
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