Director, Customer Service

Responsibilities

• Provide regional leadership and strategic oversight for customer service operations across EMEA, UK, Ireland, and APAC.
• Translate global CX strategy into a cohesive regional operating model, standardizing KPIs and service frameworks.
• Own regional operational performance outcomes, including CSAT, resolution effectiveness, quality, and cost-to-serve.
• Serve as a senior escalation point for cross-market customer issues, balancing risk and operational constraints.
• Hire, coach, and develop regional people leaders while building robust succession plans.
• Partner with Global CX, Sales, Product, and Finance to align priorities and resource decisions.
• Identify continuous improvement opportunities using data and Voice of Customer (VOC) insights.
• Guide regional workforce and vendor strategy to ensure delivery models support business demand.

Requirements

• 12+ years of professional experience.
• Strong executive presence with the ability to influence at a regional level.
• Demonstrated ability to make data-driven decisions and leverage insights effectively.
• Proven cross-cultural leadership experience across multiple geographies and time zones.
• Experience in change management and driving organizational transformation.
• Fluency in both English and Arabic (verbal and written).
• Experience leading hybrid and/or remote service delivery models.
• Proven experience partnering with global vendors and outsourced service providers.
• Willingness to travel up to 25%.
• Bachelor’s or Master’s degree in business, education, or a related field.

About the Company

McGraw Hill creates best-in-class, next-generation learning platforms used by millions of students and educators worldwide. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize the learning experience from kindergarten through graduate school.