• Drive operational excellence across global CES operations, partnering with markets, technology and operations centers to implement global standards, optimize service delivery and continuously improve consumer experience, satisfaction and operational efficiency.  

• Provide expert guidance and practical recommendations that markets can translate into action. 

• Translate global CES strategy into prioritized market-level roadmaps, practical improvement initiatives and measurable outcomes aligned with local needs and operational maturity. 

• Orchestrate the adoption and effective use of global CES platforms, services and operating models, ensuring consistent execution and value realization across channels and touchpoints. Work with market, operations and technology teams to drive increased adoption and embed best practices. 

• Accelerate AI-enabled and agentic service operations by identifying, assessing and scaling relevant use cases, while supporting effective integration into operational workflows, appropriate human oversight and continuous performance improvement. Translate emerging capabilities into practical, repeatable solutions. 

• Monitor CES performance using operational KPIs, consumer feedback, NPS and CSAT, identifying gaps and translating insights into clear recommendations and improvement actions. 

• Build capabilities and coordinate global CES initiatives across markets, NBS operations centers, technology teams and external partners. Develop implementation guidance and knowledge-sharing approaches, while maintaining standards, playbooks, governance and best-practice sharing across the global CES community. 

What will make you successful 

• Strong experience in customer or consumer service operations, with a proven track record of managing or improving service delivery across multiple teams, markets or operations centers. 

• Strong operational excellence mindset, with experience translating strategy into practical execution plans, standardising processes and delivering measurable improvements. 

• Strong knowledge of AI-enabled customer service, conversational AI, AI agents and intelligent automation, with an understanding of their impact on service quality, consumer experience, and efficiency. 

• Experience implementing and scaling digital service technologies, ideally including Salesforce Service Cloud, contact centre solutions or AI-powered customer service platforms – enhancing the consumer experience across all contact channels.  

• Strong analytical and problem-solving skills, with the ability to interpret operational KPIs and consumer feedback, prioritize interventions and measure business impact. 

• Excellent stakeholder management, communication and influencing skills, with the ability to build trusted relationships and drive alignment across markets, operations centers, global functions and partners. 

• Hands-on, proactive and accountable working style, with strong change management and capability-building skills and the ability to independently drive multiple initiatives through delivery. Experience working in a global or regional role is highly desirable.