Job Description
Are You Ready to Make It Happen at Mondelēz International?
Join our Mission to Lead the Future of Snacking. Make It Matter.
At Mondelez Digital Services (MDS), you'll connect and empower every aspect of our global organization through excellence in process, technology, and services. This includes investing in growth-enabling solutions as well as systems that integrate our supply chain from procurement to manufacturing, and customer service to logistics. You'll help Mondelēz International implement the right business capabilities, powered by better data to serve the needs of our Customer and Consumers.
The Position
Global Director Contact Center Operations will be responsible for long-term planning and cross-departmental coordination. Director of Call Center Operations set the overall direction for call center policies and procedures, working to align them with broader business objectives.
Candidate Profile
We seek a dynamic, business savvy and courageous digital leader with a strong track record of leading digital transformation and delivery via a matrix organization model in a multi-national and multi-functional business environment. They should be familiar with contact center related technology products (CTI, ACD, Intelligent call back, IVR, Voice biometrics, CRM, conversational AI, Voice to text translation and industry leading solutions relevant for FMCG industry for omnichannel experience of customers and consumers. They will be familiar with operating in a BPO environment leveraging internal and external capabilities to own/deliver digital agenda and enhancing user experiences. Role should be able to engage effectively business owners and technology teams accountable for delivery, across various geographies and language
Knowledge, Experience and Education
You will bring a desire to drive your future and accelerate your career and the following experience and knowledge:

• Strategic Vision - Set the strategy for this team by keeping aware of external trends & benchmarking; internal vision of GBS; and the strategic vision of the enterprise Inspire, lead, and develop the team to create greater future value to the organization.
• Contract Management - Facilitate the setup of relationship and contract management processes in a sourcing relationship.
• Vendor Management & Governance - Manage ongoing governance activities related to key vendors including service provider audits and risk and security reviews, issues resolution, contract management activities, financial management activities, and performance management. Includes escalation of any relationship issues.
• Budget/ Cost Center Management - Develop and monitor departmental budget, including performance of contracts and other vendor/ software spend. Determine variances between the planned budget and the actual financial results at the end of each reporting period; and recommend improvements in spending to reduce waste.
• Performance Monitoring - Monitor and provide performance data on vendors based on contractual requirements and service level standards; regularly review and report performance metrics. Leverage analytics and gather insights for decision making.
• Continuous Improvement - Champion continuous improvement across multiple functions that align with business goals and industry practices. Challenge, suggest, initiate, and lead process improvement projects contributing relevant expertise so that administrative standards and procedures meet the changing needs of the business. Make recommendations for adopting new tools and platforms when appropriate.
• Analysis & Resolution - Analyze, track, and follow up on the timely resolution of errors and issues that are a result of vendor processes; and as necessary, escalate unresolved inquiries / complaints to the leadership team.

More about this role

• 4 year degree in business or related
• 10+ yrs leadership experience in business operations, customer contact center or related
• Strong strategic skills with the ability to anticipate business opportunities, think broadly when confronting issues, and lead changes
• Excellent leadership, communication, and influencing skills with high levels of emotional intelligence and curiosity
• Ability to use visualizations to tell the story in a compelling way and be able to effectively share the message with leadership
• Persistent and resilient in the pursuit of objectives; is comfortable with ambiguity; and confidently, manages risk and uncertainty; driven and results oriented and holds self and others accountable
• Experience and interest in leading, influencing, coaching, and mentoring others coupled with ability to deal with conflict resolution and remediation of issues escalated
• Naturally curious, with a passion for learning and finding new solutions that enhance business performance
• Agility to manage and influence in virtual, remote, worldwide organization

No Relocation support available
Business Unit Summary
The United States is the largest market in the Mondelēz International family with a significant employee and manufacturing footprint. Here, weproduce our well-loved household favorites to provide our consumers with the right snack, at the right moment, made the right way. We have corporate offices, sales, manufacturing and distribution locations throughout the U.S. to ensure our iconic brands-including Oreo and Chips Ahoy! cookies, Ritz , Wheat Thins and Triscuit crackers, and Swedish Fish and Sour Patch Kids confectionery products -are close at hand for our consumers across the country.
Mondelēz Global LLC is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, sexual orientation, gender identity, gender expression, genetic information, or any other characteristic protected by law. Applicants who require accommodation to participate in the job application process may contact 847-943-5460 for assistance.
Job Type
Regular
Experience Management
Global Business Services