General Manager - Contact Centre Operations (Onsite)

%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3EWe are a global team building and scaling the world%27s first and leading autonomous fleet and operations platform. As we rapidly expand our commercial ride-hailing service, delivering a flawless, safe, and intuitive experience for every rider is mission-critical.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%26nbsp;%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3EThe Opportunity%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3EAs the General Manager of Global Operations, you will serve as the senior site leader and strategic architect for our customer service network. You will own the vision, strategy, and day-to-day execution of a large-scale, multi-tiered support organization — spanning in-house specialists and global BPO partners across multiple markets and time zones.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3EYour mandate is twofold: deliver an unparalleled rider experience that drives repeat usage and revenue growth, while rigorously optimizing the cost-to-serve through automation, process refinement, and operational excellence. Operating at the intersection of customer experience, fleet operations, and product engineering, you will translate rider signals into systemic improvements that shape the future of autonomous mobility.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3EThis is a strategic leadership role for an executive who can set a multi-year vision, influence at the highest levels of the organization, and build a world-class operation as the business scales.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3EKey Responsibilities:%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3EStrategic Leadership %26amp; Vision%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E

• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3ESet the long-term vision. %3C/strong%3EDefine and own the multi-year (1–5 year) strategic roadmap, aligned to company-wide expansion goals, revenue targets, and the evolving autonomous mobility landscape.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EShape enterprise strategy. %3C/strong%3EContribute to broader operations and commercial strategy as a member of the senior leadership team; anticipate how market expansion, fleet growth, and product evolution will reshape support needs — and get ahead of them.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EDrive organizational transformation. %3C/strong%3EArchitect the operating model, organizational design, and capability roadmap required to scale support from a growing service into a global, always-on operation.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EChampion innovation. %3C/strong%3EIdentify and sponsor emerging capabilities — AI-assisted resolution, predictive support, and self-service — that redefine what rider support can be and position as the category benchmark.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EReport and influence at the top. %3C/strong%3ERepresent Rider Support in executive and board-level forums; translate operational performance into clear business narratives and secure investment for strategic initiatives.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3ECommercial Growth %26amp; Value Creation%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3ETurn support into a growth engine. %3C/strong%3EReposition the function from a cost center into a driver of retention and revenue. Lead initiatives that recover at-risk riders, grow rider lifetime value (LTV), and maximize trip completion rates.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EOwn the voice of the rider. %3C/strong%3EAct as the ultimate advocate for riders across the company, converting support insights into influence over app design, vehicle features, pricing, and routing logic.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EProtect and grow trust. %3C/strong%3EEnsure every interaction reinforces confidence, directly supporting brand equity and adoption in new and existing markets.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3EOperational Excellence %26amp; Cost Optimization%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EArchitect an efficient footprint. %3C/strong%3EBuild a scalable operating model that leverages AI routing, self-service automation, and strategic offshore/nearshore BPO partnerships to lower cost per contact without compromising quality or safety.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EOwn capacity %26amp; workforce strategy. %3C/strong%3EDirect capacity planning and workforce management to ensure SLA adherence through peak demand, new-market launches, and rapid volume growth.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EInstitutionalize continuous improvement. %3C/strong%3EEmbed Lean/Six Sigma discipline and data-driven problem solving to eliminate friction at its root and continuously raise the bar on efficiency and quality.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3EOrganizational %26amp; People Leadership%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3ELead at scale. %3C/strong%3EManage a large, distributed workforce of support specialists, team leads, and operations managers across multiple sites and partners.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EBuild the bench. %3C/strong%3EDevelop leadership pipelines, succession plans, and continuous skill development so the organization scales its talent as fast as its footprint.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3ESet the culture. %3C/strong%3EServe as the senior site leader, fostering a culture of accountability, empathy, safety, and high performance that reflects our mission and values.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3ECross-Functional Influence %26amp; Stakeholder Management%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EPartner across the business. %3C/strong%3EBuild tight, trusted relationships with Product, Engineering, Legal, Safety, and Market Operations to align support strategy with company priorities.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EGovern strategic vendors. %3C/strong%3EOwn BPO partner relationships end to end — selection, contract negotiation, and performance governance.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3ECrisis %26amp; Escalation Management%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3ELead through the hardest moments. %3C/strong%3EAct as the senior escalation point for high-profile rider incidents, safety-critical events, and network-level disruptions, ensuring swift, empathetic, and compliant resolution.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EOwn readiness. %3C/strong%3EEstablish escalation frameworks, on-call structures, and cross-functional response protocols so the organization responds decisively under pressure.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3ELeadership Competencies%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3EThis is a strategic leadership role. Beyond functional expertise, we are looking for a leader who consistently demonstrates:%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EVisionary thinking. %3C/strong%3ESets a compelling long-term direction and connects day-to-day execution to a larger strategic narrative.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EExecutive presence %26amp; influence. %3C/strong%3ECommands credibility with senior stakeholders and drives alignment across functions without relying on direct authority.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EBusiness %26amp; commercial acumen. %3C/strong%3EUnderstands the levers of growth, retention, and unit economics, and runs the function with an owner%27s mindset (P%26amp;L / budget stewardship).%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EChange leadership. %3C/strong%3ELeads through ambiguity and rapid growth, mobilizing teams through transformation and scale.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EDecisiveness under pressure. %3C/strong%3EMakes sound, high-stakes decisions with incomplete information — and stands behind them.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3ETalent multiplier. %3C/strong%3EAttracts, develops, and retains exceptional leaders, building an organization that outlasts any single contributor.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3ESystems thinking. %3C/strong%3ESees the whole board — connecting rider experience, fleet operations, product, and cost into one coherent strategy.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3ESLA %3C/strong%3E%3C/span%3E%3Cstrong%3E%26amp; KPI Accountability%3C/strong%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3EAs GM, you will own a balanced scorecard across Rider program experience, Efficiency, and Agent Effectiveness — maintaining top-tier CSAT and NPS while scaling volume, driving down Average Handle Time without compromising First Contact Resolution, and upholding strict QA adherence to safety and brand standards. You will be measured against defined SLA targets for each metric and expected to proactively identify tooling, process, or training gaps that put SLA delivery at risk.%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%26nbsp;%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3ERequired%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EExperience. %3C/strong%3E5+ years of senior leadership experience in customer support, scaled operations, or trust %26amp; safety, preferably within mobility, ride-hailing, or high-growth technology.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EStrategic leadership. %3C/strong%3EDemonstrated success setting and executing multi-year strategy for a large function or business unit, ideally with P%26amp;L or significant budget ownership.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EScale. %3C/strong%3EProven track record managing large, distributed teams (500+ headcount) and overseeing multi-million-dollar BPO contracts.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EAnalytical rigor. %3C/strong%3EDeep fluency in workforce management (WFM) dynamics, support-Center economics, and using data to diagnose and resolve operational bottlenecks.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EContinuous improvement. %3C/strong%3EHistory of applying Lean/Six Sigma principles or driving technical integrations (e.g., AI assistants, CRM overhauls) to streamline operations at scale.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3ECross-functional influence. %3C/strong%3ETrack record of partnering with and influencing Product, Engineering, and executive stakeholders.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3ELeadership under pressure. %3C/strong%3ECalm, decisive, and authoritative in high-stakes and crisis-management scenarios.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3ETravel%3C/strong%3E - Willing to travel to other sites on an as-needed basis, with up to 20% travel required.%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%26nbsp;%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E%3Cstrong%3EPreferred (Advantageous)%3C/strong%3E%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EAutonomous Vehicle (AV) industry experience will be a strong advantage%3C/strong%3E — familiarity with the operational, safety, and rider-trust dynamics unique to autonomous mobility.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3ERapid-scale expansion. %3C/strong%3EExperience scaling a support or operations organization through fast geographic or market growth.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3ERegulated environments. %3C/strong%3EExposure to safety-critical or highly regulated operating contexts.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%3Cspan style=%22mso-ansi-language:EN-GB;%22 lang=%22EN-GB%22%3E
• %26nbsp;%26nbsp;%26nbsp;%26nbsp; %3Cstrong%3EEducation. %3C/strong%3EAdvanced degree (MBA or equivalent) or comparable strategic-leadership experience.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp class=%22MsoNormal%22%3E%3Cspan style=%22font-family:%26quot;Calibri%26quot;,sans-serif;font-size:10.0pt;%22%3E%26nbsp;%26nbsp;%3C/span%3E%3C/p%3E

Cognizant US Corporation is an Equal Opportunity Employer Minority/Female/Disability/Veteran.

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