Customer Operations Director

About Skillsoft: Skillsoft (NYSE: SKIL) is a global leader in AI-native skills management for the human + AI era. We unify personalized learning, real-time skills intelligence, and workforce insights to help enterprises build their Skillforce™—humans and AI working together to drive measurable business outcomes. Trusted by thousands of organizations worldwide, including 60% of the Fortune 1000, Skillsoft supports a global community of more than 105 million learners across leadership, technology, and compliance development tracks.

Position Overview

Skillsoft Global Knowledge is seeking an experienced, executive-level Customer Operations Director to orchestrate and govern our end-to-end global customer support journey. In this high-impact leadership capacity, you will manage cross-functional contact center operations and transactional support desks across North America, Europe, the Middle East, and India. This role demands a metrics-driven operations veteran who can implement advanced CRM strategies, optimize multi-channel inbound communication pathways, minimize the Cost of Poor Quality (COPQ), and reduce cost-per-interaction baselines while preserving outstanding SLA adherence.

Key Responsibilities

• Global Support Ingestion Governance: Oversee the end-to-end customer care lifecycle across multi-national contact centers, ensuring consistent and flawless service delivery across diverse geographical territories.
• Process Governance & Optimization: Develop and execute data-driven customer success strategies to eliminate workflow waste, deploying Lean or Six Sigma principles to reduce operating cost-per-interaction.
• Multi-Channel Routing Architecture: Supervise team workflows handling high-volume contact demand coming through integrated CRMS platforms, Email layers, Webforms, Phone routing, and internal Tickets.
• Financial Budget Management: Take complete ownership of localized customer service budgets, driving strategic initiatives to incrementally reduce cost-to-serve metrics over time.
• Performance Telemetry Analysis: Continually evaluate operational KPIs, including Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), and Net Promoter Scores (NPS) to coordinate corrective workflows.
• Executive Team Mentorship: Lead, align, and mentor large, culturally diverse teams of customer support managers and specialists, cultivating a corporate culture centered on continuous improvement.

Required Skills & Qualifications

• 12+ years of verified professional history directing senior customer operations, with a strong preference for multi-tenant outsourcing services or global call center environments.
• 5+ years of direct people leadership experience overseeing large-scale, multi-national support structures.
• Robust, practical command of multi-national employment laws and cross-border workspace operational compliance standards.
• Advanced operational literacy utilizing enterprise Customer Relationship Management Systems (CRMS) and global ticketing databases.
• Excellent analytical capacity to diagnose technical pipeline bottlenecks, interpret SLA graphs, and synthesize complex insights.
• Location Context: 100% remote-first operational infrastructure availability open exclusively to qualified professionals permanently residing within the United Kingdom.
• Agency Policy: Unsolicited resumes originating from employment agencies without an explicit agency search contract on file will be deemed completely unsolicited.

Preferred Strategic Indicators (Nice to Have)

• Prior performance history leading support transformations within the training, education outsourcing, or enterprise SaaS industries.
• Hands-on experience deploying structural process optimizations utilizing Lean or Six Sigma certification standards.
• Multilingual communications capability, particularly in corporate languages aligned across our EMEA and APAC regional service segments.

What We Offer

• The exceptional professional canvas to steer global customer support journeys for an NYSE-listed leader in AI-native skills management.
• Highly competitive executive salary structures calibrated accurately against your operations depth and background checks.
• Comprehensive health, life assurance, and localized disability income protection options.
• Generous corporate leave allowances paired with clear internal policies designed to maximize flexible working structures and work-life balance.
• Direct involvement in defining human-plus-AI workforce insights alongside top-tier global enterprise peers.