Position Title: Director, Global Services Department: Global Services Location: Canada/US – Remote The Director, Global Services is responsible for managing the overall activities and performance of the Global Services team, including the Network Operations Center. Key Responsibilities: Develop, maintain, and oversee Global Services operations for assigned regions. Monitor Service Level Agreements for customers, ensuring that business and contractual commitments are met. Oversee the activities of the Global Services employees and management in the assigned regions, enforcing high service and professional standards. Develop relationships with other departments and customers to establish scope of services, priorities, and related Service Level Agreements to ensure goals are aligned with key performance objectives. Develop and manage corporate metrics to identify trends, process improvement opportunities, and potential revisions to policy changes. Monitor and improve team performance by providing leadership, coaching and training to team managers/members. Lead development of career paths, training strategies, and personnel development for Global Services team members. Maintain and employ knowledge of industry best practices. Oversee management and performance of satellite centers or outsourced center activities. Participate in setting corporate strategies to support the overall corporate objectives. May involve other strategic projects as applicable. Qualifications: Minimum 10 years’ experience in customer service and business operations/analysis. Minimum 5 years’ experience in managing a customer service and/or call center. Minimum 5 years in managing a network operations center and/or technical assistance center Knowledge of customer call center workforce and management approaches Personal Attributes: Excellent customer management skills. Proficient in CRM/customer facing technology including Case Management, Knowledge Management, Imaging, Telephony, and Self-Service. Computer Skills and Networking Skills. Excellent written and verbal communication skills. Experience in building or transforming service centers.