Service Delivery Leader - Customer Care 3

Service Delivery Leader - Customer Care

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
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Job Description

Director – Service Delivery (Regional)

Location: Guatemala City, Guatemala
Reports To: Vice President / Global Delivery Leader
Industry: Business Process Outsourcing (BPO)
Function: Technical Support / Product Support Operations

Position Summary

The Director – Service Delivery is responsible for the strategic leadership, operational performance, and commercial success of a regional technical and product support operation supporting a leading SaaS provider in the automotive retail sector. This role oversees a multi-product, multi-line-of-business organization of 200+ customer support professionals and leaders across a complex, high-growth environment.

The successful candidate will serve as the senior operational leader accountable for client relationships, service delivery performance, financial results, workforce management, talent development, employee engagement, and transformation initiatives. The role requires strong executive presence, operational rigor, and the ability to lead large teams while delivering exceptional customer and employee experiences.

A critical component of this role is building and sustaining a highly engaged workforce through effective leadership, career development programs, employee experience initiatives, recognition frameworks, and retention strategies that reduce attrition and strengthen organizational stability.

Key Responsibilities

Service Delivery Leadership

• Lead end-to-end delivery of technical and product support services across multiple SaaS products and business lines.
• Ensure achievement of all contractual commitments, SLAs, KPIs, CSAT, quality, productivity, and compliance targets.
• Develop and execute regional delivery strategies that support business growth and evolving client requirements.
• Foster a customer-centric culture focused on service excellence and issue resolution.

Client & Executive Relationship Management

• Serve as the senior escalation point and trusted advisor for client stakeholders.
• Lead executive governance reviews, operational business reviews, and strategic planning sessions.
• Develop strong partnerships with client leadership across Support, Product, Engineering, Customer Success, and Operations teams.
• Identify opportunities for growth, innovation, and continuous improvement.

Employee Engagement & Retention

• Develop and execute strategies to improve employee engagement, career progression, and retention.
• Create an inclusive and high-performance culture that attracts, develops, and retains top talent.
• Drive succession planning and leadership development across all levels of the organization.
• Implement proactive retention programs and workforce strategies designed to reduce attrition and improve employee satisfaction.
• Partner with HR and Operations leadership to strengthen organizational health, leadership effectiveness, and employee experience.

Operational Excellence

• Lead a 200+ FTE organization through Operations Managers, Team Leaders, Workforce Management, Quality, Training, and Technical SMEs.
• Establish performance management frameworks that drive accountability and continuous improvement.
• Ensure efficient staffing models, resource utilization, and workforce planning capabilities.
• Drive operational rigor through data-driven decision making and performance analytics.

Financial & Commercial Leadership

• Own operational and financial performance, including revenue, margins, productivity, cost management, and resource optimization.
• Support contract renewals, business growth opportunities, and solutioning initiatives.
• Develop and execute plans to improve profitability while maintaining service quality and customer satisfaction.

Technical & Product Support Leadership

• Partner with client Product and Engineering teams to improve customer outcomes and issue resolution effectiveness.
• Ensure operational readiness for product launches, enhancements, and service expansions.
• Drive root-cause analysis and proactive improvement initiatives to enhance customer experience.

Transformation & Continuous Improvement

• Lead automation, AI, digital transformation, and process improvement initiatives.
• Champion Lean Six Sigma methodologies and operational excellence programs.
• Deliver measurable productivity, quality, and customer experience improvements.

• Significant experience in BPO, technical support, customer support, managed services, or related operations environments.
• Significant experience in a senior leadership role managing large-scale support operations.
• Proven experience leading organizations of 200+ employees.
• Strong experience in client-facing leadership roles with executive stakeholders.
• Experience supporting SaaS, technology, software, automotive retail, dealership technology, or similar industries preferred.

Key Competencies

• Service Delivery Leadership
• Technical & Product Support Operations
• Executive Client Management
• Employee Engagement & Retention
• Workforce Management
• P&L Management
• Continuous Improvement
• Digital Transformation & AI Enablement
• Organizational Leadership
• Change Management
• Strategic Planning
• Operational Excellence

Success Measures

• Achievement of SLA, KPI, quality, and customer satisfaction targets.
• Improved employee engagement and retention metrics.
• Sustainable reduction in attrition levels.
• Successful execution of transformation and productivity initiatives.
• Strong client satisfaction and executive stakeholder relationships.
• Achievement of financial and operational performance objectives.

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, ITIL Foundation Certificate in IT Service Management - AxelosAxelos, Project Management Professional (PMP) - Virtual Learning Academy (VLA)Virtual Learning Academy (VLA)

Required Skills

Customer Care, Digital Transformation, People Leadership, Product Support, Stakeholder Management, Technical Support, Workforce Management (WFM)

Language

English (Required)

Language Proficiency -

Advanced - C1

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care

Remote Type -

Hybrid

Work Shift -

Day Job (Guatemala)

Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 
•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 
 
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.  
Let’s build tomorrow together. 
 
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.  
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.