CX Global Function Lead, Business

The Sage Group’s client is in search of a Global CX Function Lead. This person manages global Business Candidate Experience (CX) operations, collaborating with regional POD owners (supervisor for a functional group of coordinators aligned to scheduling for specific functions, such as Tech or Non-tech roles). This role is pivotal in driving operational excellence (OPEX), managing vendors and contractors, handling escalations, and leading process improvements across the global CX team. The position offers a unique opportunity to influence global CX strategy, develop leadership experience, and collaborate with senior leaders across Talent Acquisition (TA).

Responsibilities:

• Lead Global CX Operations: Oversee day-to-day CX operations, ensuring alignment with team goals and the functional roadmap.
• Supervise Regional POD Owners: Provide guidance and support to Regional POD Owners (IND, AMER, EMEA, APAC), handling escalations and ensuring functional goals are met.
• Drive Operational Excellence: Champion process improvements, reduce manual work, and increase effi ciency through transformation initiatives.
• Vendor & Contractor Management: Partner with vendors and PODs to manage contractor hiring, onboarding, and performance; monitor and improve contractor performance globally.
• Project Leadership: Lead or contribute to global CX projects aimed at improving efficiency, scalability, and quality of deliverables.
• Performance Monitoring: Track and analyze CX metrics, monitor operational quality standards, productivity, and SLA adherence; prepare and present operational reports.
• Escalation Management: Implement global solutions to resolve escalations and performance challenges, ensuring a smooth candidate and stakeholder experience.
• Stakeholder Engagement: Engage with stakeholders (TA leaders, recruiters, interviewers) to resolve escalations and improve CX delivery and support.
• Capacity Planning: Support interviewer capacity planning and workload balancing across regions.
• Cross-Functional Collaboration: Participate in cross-functional syncs on automation, tooling, and process innovation.

Qualifications:

• Recruitment Coordination: Demonstrated experience in recruitment coordination and stakeholder management.
• Vendor Management: Proven ability to manage vendors and monitor contractor performance across multiple regions.
• Process Improvement: Skilled in identifying and implementing process improvements, operational efficiencies and team performance; experience delivering similar projects.
• Data Analysis & Reporting: Comfortable with data tracking, reporting, and trend analysis for team and individual performance.
• Escalation Handling: Excellent escalation management skills, with the ability to resolve complex issues swiftly and effectively.
• Communication: Strong written and verbal communication skills; able to engage and influence stakeholders at all levels.
• Leadership: Experience leading teams or projects, with a passion for developing others and driving team success.
• Stakeholder Experience: Commitment to delivering exceptional experiences for candidates, TA leaders, recruiters, and interviewers.
• Change Management: Experience in change management, stakeholder engagement, and process transformation is highly desirable.

Location:

Remote, PST
Duration: 5 months (potential to extend)
Compensation: $65/Hour