Head of Global Customer Operations Strategy & Chief of Staff

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Head of Global Customer Operations Strategy & Chief of Staff based in United States. This senior leadership role serves as a strategic and operational partner to the SVP of Global Customer Operations. The position translates long-term business ambitions into clear priorities, integrated plans, and disciplined execution across regions and business units. It spans enterprise strategy, operating cadence, workforce and capacity planning, financial planning, transformation, and executive communications. You will work across a complex global matrix, influencing senior stakeholders and coordinating initiatives without relying solely on direct authority. The role also connects AI and automation opportunities with workforce planning, operating models, governance, and performance objectives. Success requires strong commercial judgment, analytical depth, executive presence, and the ability to turn complex information into actionable decisions. This is an opportunity to shape global customer operations strategy while helping senior leadership focus resources on the organization’s highest-value priorities. Accountabilities - Serve as a trusted strategic partner and Chief of Staff to the SVP of Global Customer Operations, helping translate strategic objectives into priorities, plans, decisions, and measurable execution. - Prepare executive briefings, recommendations, positioning materials, follow-ups, and decision-ready narratives for senior leadership, C-suite, and board-level engagements. - Lead enterprise planning activities, including budgets, forecasts, variance analysis, business cases, performance reviews, and strategic investment planning in partnership with Finance.

- Establish and manage the SVP’s leadership operating rhythm, including agendas, pre-reads, decision framing, action tracking, escalation management, and follow-through. - Lead strategic capacity planning across regions by connecting customer demand, service commitments, workforce availability, automation benefits, cross-skilling opportunities, and financial constraints. - Develop and govern workforce plans covering redeployment, cross-skilling, capacity balancing, site disruption planning, organizational design, succession, and approved workforce changes. - Partner with HR, Finance, regional leadership, and shared-services teams to align workforce capabilities, talent actions, and organizational priorities. - Build structured governance frameworks that establish clear decision rights, priorities, accountability, and escalation paths across global operations and shared-services stakeholders. - Maintain forward-looking visibility into workforce capacity, including hiring, attrition, internal movement, demand outlook, and site-level risks. - Translate approved technology and automation opportunities into practical workforce and capacity plans aligned with customer operations objectives. - Establish consistent business reviews using common metrics, trusted data, and performance-management practices across business units and regions. - Manage cross-functional dependencies and ensure strategic programs progress from planning and design through implementation and measurable outcomes. - Build strong relationships across Product, Technology, Sales, Marketing, Finance, HR, Legal, and business units to secure alignment, resources, and decisions. - Represent Global Customer Operations in enterprise transformation initiatives and strategic forums. Requirements - Progressive leadership experience in customer operations, business operations, strategy, management consulting, transformation, or a related discipline, preferably within a global or multi-region environment.