Director, Customer Service, Eastern Hemisphere

Build The Future

Director, Customer Service

Customer Experience (Cx) Strategy

• across diverse markets and service delivery models.
• What you will be doing:
• Provide regional leadership and strategic oversight for customer service operations across EMEA, UK, Ireland, APAC, 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 accounting for local market needs.
• Own regional operational performance outcomes, including CSAT, resolution effectiveness, quality, cost‑to‑serve, and capacity health; actively course‑correct when performance is off track.
• Serve as escalation point for senior‑level or cross‑market customer issues, balancing customer impact, risk, and operational constraints.
• Hire, coach and develop regional people leaders; build succession plans and foster a culture of accountability, continuous improvement, and cross‑regional learning.
• Partner with Global CX, Sales, Product, Technology, Finance, and Operations to align priorities, roadmaps, and resource decisions with customer impact.
• Identify and sponsor continuous improvement initiatives using data and Voice of Customer (VOC) insights, including process, tooling, and automation opportunities.
• Guide regional workforce and vendor strategy (capacity, sourcing, vendor mix) to ensure planning and delivery models support business demand.
• Approve regional operating changes, prioritization decisions, and investment recommendations within approved authority.
• What you need to be considered:
• 12+ years of overall professional experience.
• Strong executive presence with the ability to influence at a regional level.
• Demonstrated ability to make data-driven decisions and leverage insights effectively.
• Proven cross-cultural leadership experience across multiple geographies and time zones.
• Experience in change management and driving organizational transformation initiatives.
• Fluency 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 related field.
• WHY WORK FOR US?
• At McGraw Hill, you will be empowered to make a real impact on a global scale.
• Every day your individual efforts contribute to the lives of millions.
• There has never been a better time to join McGraw Hill.
• In our culture of curiosity and innovation, you will be able to own your growth and develop as we do.
• The work you do at McGraw Hill will be work those matters.
• We are collectively designing content that will build the future of education.
• Play your part and experience a sense of fulfilment that will inspire you to even greater heights.
• If you are curious, open to new ideas and ready to make a difference, we want to talk to you.
• We have a collective passion for the work we do and a curiosity to find new solutions.
• If you share our determination, together we will drive learning forward.
• Here’s what we offer:
• At McGraw Hill, you will be empowered to make a real impact on a global scale.
• Every day your individual efforts can contribute to the lives of millions.
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