Position Overview We are seeking a passionate and experienced Global Senior Manager to join our QA Managed Services team. The ideal candidate will have a strong background in QA, Operations, or a related field, with the ability to drive organizational change and manage cross-functional teams. This role will ensure our company's customer experience strategy aligns with our business goals and exceeds our customers' expectations. Global QA Managed Services Strategy Implement best practices to streamline operations and enhance service delivery. Conduct regular assessments to ensure optimal resource utilization and adherence to budget. Execute the QA Managed Services Strategy to address the root causes of low performance. Work closely with Global OPs and CRMs to strengthen customer loyalty, deliver exceptional service, and improve efficiency by monitoring and identifying at-risk clients and executing Get-to-Green action plans. Reshape the Global QA Managed Services Organization: Lead initiatives to transform the Global QA MS organization to better align with company goals and customer needs. Report to the Global QA Transformation Director and collaborate with Global Senior QA Managers, QA Managers, and regional teams. Oversee standardized processes to maintain consistent, high-quality standards across regions. Facilitate smoother operations, leveraging global expertise and best practices. Portfolio Growth and Financial Management: Drive the execution of the 2026 growth strategy and proactively contribute to building a robust, active sales funnel to expand the QA Managed Services Portfolio. Oversee 2026 budget execution, manage the invoicing process, and ensure effective client relationship financial management. Collaboration and Strategic Approach: Establish and maintain meaningful, collaborative relationships with stakeholders and team leaders. Identify and address global QA Managed Services needs through effective learning interventions. Report regularly on learning KPI achievements and progress. Report insights and provide regular updates and reports to ELT. Create a high-performing team environment. Define Global QA MS engagement strategies in close collaboration with global and Regional Directors and the Operational Excellence leadership team. Create a Global QA tactical plan and road map, prioritizing projects and initiatives with alignment from regional teams. External Qualifications Bachelor's degree in Business Administration, Marketing, or a related field preferred. 5 years of experience in a senior leadership role in PMO, CE, OPS, or a similar field, preferably with global or multinational companies. Understanding of financial metrics: Revenue, Gross Margin, and EBITDA is a plus. Strong leadership skills with experience in managing cross-functional teams and driving organizational change. Excellent interpersonal and communication skills, with the ability to build strong relationships with clients and stakeholders. Strong analytical skills with the ability to leverage data to drive decisions and improvements. Familiarity with customer experience platforms and tools, such as CRM systems. Personal Attributes Passionate about customer experience and continuous improvement. Strategic thinker with a proactive and solution-oriented approach. Ability to work in a fast-paced, dynamic environment with multiple priorities. Culturally aware and effective in working with diverse teams and clients.
