Director, Field & Channel Global Business and Support Operations

Description -

Lead Global Business & Support Operations for the Field & Channel organization, driving business performance, operational consistency, and financial accountability across a global portfolio exceeding +$400M in annual budget responsibility. Accountable for establishing governance, performance management, and operational frameworks that enable the organization to achieve financial commitments, workforce targets, productivity objectives, and business outcomes.

Own the global performance management cadence across markets and functions, ensuring operational, financial, and customer KPIs are consistently achieved through disciplined reviews, performance governance, and data-driven decision making. Drive accountability across leadership teams by identifying performance gaps, implementing recovery and get-well plans, and monitoring execution to ensure delivery of commitments, service excellence, and positive customer outcomes.

Drive global alignment and harmonization of operating practices, performance metrics, and business processes across markets and functions to improve predictability, efficiency, and execution. Lead initiatives focused on volume reduction, elimination of operational inefficiencies, cost optimization, and productivity improvements through structured governance, data-driven decision making, and targeted improvement programs. Establish performance benchmarks and operational standards that enable consistent execution across regions while accelerating achievement of customer experience, financial, and operational targets.

Own the end-to-end budget management process, including annual planning, forecasting, monthly flash, headcount governance, workforce optimization, and financial performance reviews. Partner with Finance and executive leadership to improve forecast accuracy, strengthen business predictability, and ensure delivery of productivity, profitability, and operational commitments.

Oversee strategic business programs such as SPOS and Lead-On, driving operational execution, revenue attainment, and business performance while ensuring alignment to corporate objectives. Foster a high-performing culture focused on customer outcomes, accountability, continuous improvement, operational excellence, and employee engagement.

Responsibilities

Business Performance & Operational Governance

Own the global business management framework supporting Field & Channel operations, ensuring achievement of financial, operational, workforce, productivity, and customer experience commitments.

Lead the global performance management process, including monthly and quarterly business reviews, KPI governance, target setting, performance tracking, and executive reporting.

Drive accountability across markets and functions to ensure operational, customer, and financial targets are achieved.

Identify performance gaps, establish recovery and get-well plans, monitor execution, and drive corrective actions to improve business outcomes and customer satisfaction.

Define and govern business scorecards, KPIs, OKRs, and operational standards to enable consistent execution across the organization.

Lead harmonization of performance metrics, reporting structures, governance processes, and operational practices globally. Including data infrastructure engagement and readiness.

Financial & Workforce Management

Accountable for annual budget planning, quarterly forecasts, monthly flash processes, and overall financial performance management across a portfolio exceeding $400M.

Drive financial predictability through rigorous planning, forecasting discipline, risk management, and performance tracking.

Lead workforce planning, headcount governance, organizational design support, and resource optimization aligned to business priorities.

Partner with Finance and executive leadership to deliver budget commitments, productivity targets, and profitability objectives.

Ensure operational decisions are supported by robust financial analysis, business insights, and scenario planning.

Productivity, Efficiency & Continuous Improvement

Lead programs focused on volume reduction, operating cost optimization, productivity improvement, and elimination of non-value-added activities.

Identify structural inefficiencies and drive remediation through process simplification, standardization, automation, and governance.

Establish productivity frameworks and operational benchmarks to measure and improve organizational effectiveness.

Deliver measurable efficiency gains while maintaining customer experience and operational performance targets.

Drive a culture of continuous improvement across global teams and operational functions.

Strategic Business Programs

Lead governance and execution of strategic enterprise programs including SPOS and Lead-On, ensuring achievement of revenue, operational, and business performance objectives.

Monitor business program performance through executive-level governance frameworks, performance reviews, and value realization tracking.

Partner with markets and functional leaders to maximize business impact, revenue opportunities, and operational results.

Ensure program execution aligns with organizational priorities, customer needs, and financial commitments.

Leadership & Talent Management

Lead and develop a global team of managers and professionals across multiple regions.

Drive talent acquisition, performance management, succession planning, coaching, and leadership development.

Foster a culture of accountability, customer centricity, operational excellence, collaboration, and continuous learning.

Build organizational capability through workforce planning, capability development, and employee engagement initiatives.

Customer & Business Impact

Champion a customer-centric operating model that aligns operational decisions with customer outcomes and business results.

Ensure customer-facing KPIs are monitored, reviewed, and improved through disciplined governance and corrective action processes.

Drive cross-functional alignment with Services, Sales, Supply Chain, Finance, and Market leadership teams to achieve strategic priorities and business commitments.

Education & Experience

• Bachelor's degree in Business Administration, Finance, Engineering, Operations Management, Supply Chain Management, or a related field; MBA or advanced degree preferred.
• 10+ years of progressive leadership experience in services operations, customer support, field operations, or a related function within a global organization.
• Demonstrated experience leading business operations, performance management, or operational governance within a large-scale field and channel delivery organization.
• Proven experience managing financial planning, forecasting, workforce planning, and operational performance for complex, multi-region service organizations.
• Applied understanding of field service delivery models, partner ecosystems, service operations metrics, and customer support performance drivers.
• Track record of driving operational excellence, productivity improvements, cost optimization, and service delivery transformation initiatives.
• Experience influencing and partnering with senior leaders across Services, Sales, Finance, Supply Chain, and Market organizations to achieve business and customer objectives.
• Proven success leading and developing teams within large, matrixed, customer-facing service organizations.

Job -
Services

Schedule -
Full time

Shift -
No shift premium (United States of America)

Travel -
25%

Relocation -
No