This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This senior leadership role oversees the strategy, operational excellence, and global performance of multi-site customer contact operations. The Global Operations Director is responsible for aligning regional execution with corporate goals, driving profitability, and ensuring consistent service delivery across diverse geographies. This role manages complex portfolios, standardizes processes, and fosters cross-cultural teams while delivering exceptional client experiences. You will be a strategic partner to multi-site clients, mentor leadership teams, and lead large-scale initiatives that balance efficiency, scalability, and innovation. This position requires a visionary leader with strong fiscal acumen, operational insight, and the ability to harmonize global operations while respecting local nuances. - Drive profitable business growth across all global sites, managing forecasting, resource allocation, and prioritization to meet revenue and profit targets. - Ensure high associate satisfaction by recruiting top talent, addressing labor issues, and providing mentorship and development opportunities for site-level management teams. - Cultivate and maintain strategic client relationships, ensuring consistent delivery of solutions that enhance quality and reduce cost-of-service. - Oversee the operations of multiple global contact centers, standardizing processes, policies, and procedures while allowing for local adaptations. - Manage global P&L and fiscal responsibilities, navigating multiple currencies and economic environments to achieve profitability targets. - Lead cross-cultural teams, inspiring performance, engagement, and adherence to corporate culture across all regions. - Support LOB diversification by managing service offerings for Sales and Service lines, maximizing client value and revenue growth. - Represent the organization at corporate and community levels, balancing global objectives with local impact initiatives. Qualifications - Bachelor’s degree or equivalent work experience. - 7–9 years of industry-related experience, including 2–4 years in contact center management, or 10+ years of professional business management experience with managerial oversight. - Demonstrated fiscal management expertise and experience managing P&L responsibilities. - Strong leadership, interpersonal, verbal, and written communication skills. - Proven project management and planning capabilities, with experience managing multiple simultaneous initiatives. - Ability to analyze processes, implement operational changes, and think strategically to achieve business objectives. - Experience managing large teams (100+ employees) in multi-site environments. - Knowledge of technology industry operations, call centers, and facilities management. - Willingness to travel regularly (up to 25%). Benefits - Competitive salary commensurate with experience. - Comprehensive health, dental, vision, and disability insurance. - Retirement plan options including 401(k) with company contributions. - Paid time off and flexible leave policies. - Opportunities for global leadership development and mentorship. - Exposure to multi-national client operations and strategic projects. - Flexible work arrangements and hybrid or remote options where applicable.

• Lead end-to-end research strategy for complex and rare disease cases, delivering clear, prioritized, evidence-based treatment pathways • Identify diagnostic gaps and recommend advanced testing strategies that refine diagnoses and inform care decisions • Evaluate standard-of-care and investigational therapies globally, including clinical trial opportunities • Translate complex medical literature into actionable, patient-friendly reports and education materials • Serve as a trusted scientific thought partner to clinicians, clients, and external experts • Analyze patient medical records, extract and track lab values, symptoms, medication histories, and clinical outcomes • Conduct deep literature searches (PubMed, Google Scholar, specialty databases), synthesize findings, compare clinical studies, and present insights in clear, accessible language • Evaluate clinical and molecular data to identify diagnostic gaps and recommend evidence-based testing strategies • Assess guidelines, emerging therapies, and investigational approaches. Identify and engage key opinion leaders and field experts to support case strategy • Search clinical trial databases, evaluate eligibility criteria, build tracking tools, and communicate with trial sites to assess opportunities • Develop high-quality written reports, presentations, spreadsheets, charts, and educational materials that guide client decision-making

• Build and operate a high-velocity, high-quality async care engine at scale • Own the end-to-end performance of the asynchronous care ecosystem (throughput, turnaround time, productivity, quality, safety, cost) • Manage a multi-layered leadership team overseeing hundreds of Medical Assistants and clinical staff • Design operational systems required to scale volume significantly faster than headcount growth • Ensure accountability and maintain clear visibility into backlog aging and operational risk

• Lead, coach, and develop a team of TLLs across the Northeast region, setting clear performance expectations and fostering continuous growth and excellence. • Deliver regular field coaching, feedback, and support through one-on-ones, field rides, and development planning and implementation. • Monitor and enhance team performance based on MBO metrics, and effectively translate activities into KPIs that demonstrate impact. • Maintain a strong culture of accountability, compliance, and strategic alignment. • Translate national brand strategy into tactical field execution plans at the zone level. • Drive flawless launch performance through the TLL team’s engagement with key Thought Leaders, execution of regional initiatives, and collection of field insights. • Identify local and regional opportunities, inform brand strategy adjustments, and ensure continuous optimization of field efforts. • Ensure aligned pull-through of commercial strategy in coordination with Sales, Marketing, Market Access and other cross-functional zone leadership partners. • Co-lead the development and field deployment of tools, training, and resources to elevate TLL effectiveness. • Collaborate with national DTLLs and HQ stakeholders to ensure field resources are aligned and impactful. • Act as a champion for innovation and feedback integration, continuously improving resources based on real-world Thought Leader input and regional needs. • Serve as a strategic thought partner to the VP of TLLs and peer DTLLs in shaping national TLL strategy, operations, and capability building. • Represent regional perspectives in cross-functional forums and help drive consistent best practices across geographies. • Collaborate closely with Marketing, Market Access, Sales Leadership, and Training to ensure integrated customer engagement and strategic alignment.