The Senior Director Operator Consulting will build and develop Operator Consulting teams. Full accountability for the development and maturation of the Operator Consulting Organization in the Americas moving from a seed team to an established team which grows with revenue pipelines - entrepreneurial spirit and stakeholder management skills are key. The role operates at the intersection of commercial strategy, transformation (people, AI and technology) and the worlds leading brands, blending each to achieve tangible client and Foundever outcomes.
Duties and Responsibilities:
Develop and build a unified global culture of high performing talent
Hire, nurture, mentor and develop talented teams
Define functional ways of working, methodologies etc
Define inter-functional processes, RACIs and training plans to ensure global understanding
Ensure adherence to corporate standards
Act as the point of escalation for regional teams
Ensure quality of team output and commercial linkages to broader Foundever value offerings
As a senior member of the Operator Consulting community, you will lead by example — leveraging your expertise to drive positive change across our business, our operations, and our clients’ organizations
Define, own and develop Operator Consulting US pipelines (RFP, Retention, Account Growth)
Deliver compelling and meaningful advice to our clients (direct, indirect) at a senior level
Own and support transformation narratives & commercials for major deals within the US client base
Collaborate with Sales teams (business development, account management) to sell-in Operator Consulting Experience Pods
Hire, train and enable Pod leads for each contracted client
Control and manage quality of Pod outputs in line with contracted outcomes
Act as the most senior point of contact for all Operator Consulting deals
Support and develop a cross-functional community, development & training pathways for team members
Participate and support presales activities (from marketing to events to onwards engagements)
Contribute to and support the development of new propositions from Foundever to the broader market. Including resourcing, input and onwards actions
Skills and Qualifications:
10+ years working for Consulting organization, Systems integrators or CX BPO organizations
Demonstrable commercial experience in CX organizations/ functions (deal shaping, design, terms)
Bachelor’s or master’s degree in business management, Project management, Communications, or similar
People Management: Demonstrable ability to coach, mentor and develop others. Demonstrable experience in building organizational units to high performance
Sales Experience: This is a growth function; you are expected to be able to consultatively sell at an enterprise and executive standard. This includes communications, commercials and follow through to close deals. You are expected to enable your teams to do the same.
Stakeholder Engagement: Strong capability to influence and gain buy-in across a matrixed organization, including C-suite interaction.
Entrepreneurial Approach: Ability to build from concept to execution to success.
Change Management: Experience driving change and embedding new ways of working at scale.
Program Management: Track record of leading complex, cross-functional programs
Communication Skills. The ability to tailor mass and individual communications to different audiences. Strong English fluency is required (written, oral). Strong presentation skills are required (ppt).
Operational Process Management: Familiarity with revenue and cost tracking, capacity management, and ROI measurement within a global department.
Industry Knowledge: Understanding of emerging trends, technologies, and the ability to apply to varying verticals and niches.
Experience: 8 years in Advisory/ Consulting or CX Transformation roles (spanning delivery and management roles)
Technology: Strong technology literacy (automation, AI, CCaaS, CRM etc).
About Foundever:
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Foundever is a global leader in the customer experience (CX) industry with 170,000 associates across the globe serving more than 750 of the world's leading and digital-first brands. The company provides innovative CX solutions, technology, and expertise designed to support operational needs for clients and deliver seamless customer experiences. Foundever operates significant office locations including a Sofia center employing over 800 people and supporting 32 languages worldwide. The company specializes in contact center operations, customer service delivery, and virtual care services including healthcare advisory and telehealth support.
