Role Purpose

Lead operational execution for a designated GDC site, ensuring high-volume support delivery meets productivity, Service Level Agreement (SLA) attainment, quality, and client experience targets. Serve as the site’s operational leader for support execution, aligning local delivery to globally standardized support models and governance.

Key Responsibilities

Strategic Delivery & Governance

• Design and continuously improve operating structures that enable scalable, efficient support delivery
• Provide quarterly, biannual, and annual GDC performance reporting to the Senior Leadership Team and Executive Leadership Team
• Partner with internal stakeholders on strategic planning (e.g., capacity planning, compensation and salary bands, promotion glidepaths, and long-term scaling)

Support Delivery Management

• Lead day-to-day support operations for assigned teams and product portfolios