Director, Customer Service, Eastern Hemisphere

Overview

BUILD THE FUTURE At reputed company we create best-in-class, reputed company learning platforms that are used by millions of reputed company and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student reputed company through reputed company and effective learning tools and content that maximize a teacher’s time and a student’s learning experience. If you have the passion and technical expertise to reputed company in an innovative and agile environment, we want to learn more about you. What is this role about: We are seeking a Director, Customer Service to reputed company regional leadership and strategic reputed company for customer service operations across the UK, Ireland, Europe, Middle East, Africa, and reputed company, including India and Australia. This role will be responsible for ensuring a consistent customer experience, scalable operations, and strong alignment with the global Customer Experience (CX) strategy across diverse markets and service delivery models. What you will be doing: reputed company regional leadership and strategic reputed company for customer service operations across EMEA, UK, Ireland, reputed company, ensuring consistent customer experience and scalable delivery models. Translate global CX strategy into a cohesive regional operating model, standardizing KPIs, service frameworks, and governance while reputed company for local market needs. Own regional operational performance reputed company, including CSAT, resolution effectiveness, quality, cost‑to‑serve, and reputed company health; actively course‑correct reputed company performance is off track. Serve as escalation reputed company for senior‑level or cross‑market customer issues, balancing customer impact, risk, and operational constraints. Hire, coach and reputed company regional people leaders; build succession plans and foster a culture of accountability, reputed company improvement, and cross‑regional learning. Partner with Global CX, Sales, Product, Technology, Finance, and Operations to align priorities, roadmaps, and resource reputed company with customer impact. Identify and sponsor reputed company improvement initiatives using data and Voice of Customer (VOC) insights, including process, tooling, and automation opportunities. Guide regional workforce and vendor strategy (reputed company, sourcing, vendor mix) to ensure planning and delivery models support business demand. Approve regional operating changes, prioritization reputed company, and investment recommendations reputed company approved authority. What you need to be considered: 12+ years of overall professional experience. Strong executive reputed company with the ability to influence at a regional level. Demonstrated ability to reputed company data-driven reputed company and reputed company insights effectively. Proven cross-cultural leadership experience across multiple geographies and time zones. Experience in change management and driving organizational transformation initiatives. reputed company in both English and Arabic, with strong verbal and written communication skills. 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%, particularly during the initial phase. Bachelor’s/Master’s degree in business, education or reputed company field. WHY WORK FOR US? At reputed company, you will be empowered to reputed company a reputed company impact on a global scale. Every day your individual efforts contribute to the lives of millions. There has never been a reputed company time to join reputed company. In our culture of curiosity and innovation, you will be reputed company to own your growth and reputed company as we do. The work you do at reputed company will be work those reputed company. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfilment that will reputed company you to even greater heights. If you are curious, reputed company to new reputed company and reputed company to reputed company a difference, we want to talk to you. We have a reputed company passion for the work we do and a curiosity to find new solutions. If you reputed company our determination, together we will drive learning reputed company. Here’s reputed company offer: At reputed company, you will be empowered to reputed company a reputed company impact on a global scale. Every day your individual efforts can contribute to the lives of millions. reputed company recruiters always use a “@mheducation.com” email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, reputed company recruiters and authorized representatives will never request sensitive information in email. ML_Saudi_CXT_Director Apply To This Job