Global Customer Operations Strategy & Experimentation Leader

Global Customer Operations Strategy & Experimentation Leader

The Global Customer Operations Strategy & Experimentation Leader will shape the future of customer operations by blending strategy, innovation, and operational execution. This role focuses on designing AI-ready processes, driving experimentation, and scaling initiatives that improve customer experience and operational efficiency. You will work across global teams, translating strategic plans into actionable projects and measurable business outcomes. The position offers an opportunity to influence organizational design, build capabilities for a digital and AI-enabled future, and champion innovation in a fast-paced environment. Ideal candidates are analytical, decisive, and comfortable navigating ambiguity while fostering collaboration across multiple stakeholders. Flexible work arrangements and a supportive culture allow for both professional growth and work-life balance.

Accountabilities :

• Define and execute the 3- to 5-year roadmap for Customer Operations, aligning strategy with customer needs and operational excellence.
• Lead AI-powered experimentation programs to test, validate, and scale innovative initiatives across global teams.
• Build repeatable frameworks and playbooks to ensure consistent, rapid experimentation and learning.
• Partner with HR and leadership to enhance organizational design, talent strategy, and capability development.
• Translate strategy into execution by aligning stakeholders, managing change, and driving measurable business impact.
• Champion adoption of AI, automation, and digital tools to accelerate operational transformation.
• Provide executive-level insights, business cases, and scenario modeling to guide strategic investments and innovation priorities.