Global Digital Operations Director

Role Overview

The Director will unify global digital support into a cohesive community, integrating US, Manila, and Country Office IT teams into a single operating model with shared processes and a common service platform.

What You Will Do

The Director will lead the integration of digital support teams, drive AI adoption, and establish global support metrics and reporting.

Why It Might Be a Fit

The ideal candidate will have experience in leading global digital support teams, driving AI adoption, and establishing global support metrics and reporting.

Requirements

• Lead and manage a globally integrated digital support organization
• Integrate US Digital IT support, Manila Digital IT support, and Country Office IT support staff into one cohesive, globally managed support community
• Define and implement the target operating model
• Establish a global RACI framework
• Foster a culture of collaboration, knowledge-sharing, and continuous improvement
• Recruit, coach, and develop support leaders and staff across regions
• Optimize the use of request management solutions
• Lead the global rollout and adoption of Jira
• Retire or consolidate legacy, regional, and shadow ticketing tools
• Partner with Enterprise Applications and Information Security teams
• Drive operation AI automation, self-service, and efficiency
• Design and implement a global customer self-service portal and knowledge base
• Deploy AI-powered support bots and automated triage/routing
• Identify and automate repetitive, high-volume support workflows
• Champion practical AI adoption across the Digital support community
• Establish global metrics, KPIs, reporting, and dashboards
• Define a standard set of global support KPIs
• Build real-time dashboards and regular reporting
• Use data and trend analysis to identify systemic issues