Senior Regional Manager – Customer & Partner Operations

About the role

The Senior Regional Manager will be accountable for the end‑to‑end performance of a regional customer and partner operations area, typically spanning multiple countries, sites, or vendor partners. This role translates company strategy into a cohesive regional roadmap, balances cross‑site trade‑offs, and ensures consistent, high‑quality service delivery at scale.

Key responsibilities

• Lead multi‑site, multi‑country customer and partner operations, including in‑house teams and BPO partners.
• Own end‑to‑end regional outcomes such as service quality, efficiency, resiliency and cost‑to‑serve.
• Balance cross‑site trade‑offs across capacity, language coverage, channel mix, routing and vendor strategy.
• Translate the Customer Experience Group (CEG) strategy into a 12‑18‑month regional roadmap and prioritize initiatives that deliver measurable impact.
• Anticipate demand shifts (seasonality, product launches, regulatory changes) and drive proactive adjustments.
• Sponsor and govern cross‑site projects to ensure consistent execution and continuous improvement.

Required profile

• Proven experience managing large‑scale customer or partner operations across multiple countries.
• Strong leadership skills with a track record of building high‑performing teams.
• Excellent stakeholder management and the ability to influence senior leaders.
• Strategic thinker who can translate vision into actionable plans.
• Data‑driven decision‑making with a focus on operational execution.

Required skills

• Influencing skills
• Operational execution
• Strategic thinking
• Stakeholder management