Role Purpose
Create and lead best in class contact center operations that consistently delivers a customer experience that maximizes profitable revenue, optimizes cost of sale, promotes brand preference, and builds customer loyalty. Create a high performing culture of accountability that fosters employee development and promotes high employee engagement.
Key Accountabilities
- Orchestrate Global Leadership: Provide overarching direction for all internal, IHG-managed regional teams, ensuring a unified and high-performance service delivery model that perfectly aligns with global organizational strategies. Aligns closely with regional hotel operations support teams for GR related matters.
- Cultivate an Elite Performance Culture: Establish and maintain a "Culture of Coaching" and continuous improvement, building skills across the organization to support a sophisticated omnichannel environment—including agent-managed, AI-assisted, and fully automated interactions.
- Drive Cross-Functional Strategic Innovation: Partner across the business to identify friction points in the customer and agent journey, delivering data-backed insights that shape future strategies and improve global performance. Strong understanding of BPO practices for emerging trends and aligning a strategy, with Workforce Management, to stay ahead of industry trends.
- Master Operational Change Management: Provide critical insight into the business impact of recommended changes, ensuring all system and service updates are successfully implemented and adopted by global colleagues.
- Maximize Revenue and Loyalty ROI: Lead the implementation of corporate programs and tools that drive revenue, service recovery, and guest loyalty, while maintaining world-class standards for productivity and quality.
- Instill a High-Performance Sales Mindset: Transform reservation contacts into proactive value-drivers by embedding a consultative sales culture that prioritizes conversion, upselling, and the acquisition of high-value loyalty members.
- Champion Data-Led Course Correction: Conduct rigorous service delivery reviews using advanced analytics to measure operational effectiveness and bridge performance gaps through rapid-response action plans.
- Execute Against Aggressive KPI Targets: Take full accountability for meeting and exceeding global performance benchmarks, including Conversion Rate, First Contact Resolution (FCR), and Net Promoter Score (NPS), through disciplined execution and operational rigor.
- Develop High-Performing, Inclusive Teams: Lead and mentor a diverse global workforce, acting as a key advisor on talent acquisition, performance management, and career development to ensure long-term organizational success.
- Own the Talent Lifecycle: Empower your leadership tier to hire, coach, and assess elite talent, fostering an environment where accountability, professional growth, and high engagement are the standard.
- Synchronize Brand Standards: Communicate and implement consistent service priorities across all regions, ensuring every internal agent acts as a seamless ambassador for the broader IHG mission.
- Maintain Global Executive Availability: Operate consistently within US Eastern Standard Time (EST) business hours to ensure real-time alignment with corporate leadership and seamless daily orchestration of global operational priorities. Exercises sound judgement on alignment to critical stakeholders.
Key Skills & Experiences
Education
- Bachelor or Master degree in a relevant field of work or an equivalent combination of education and work related experience.
Experience
- 10+ years of progressive experience in contact center or hospitality leadership
- At least 3 years of direct experience managing multi-site, global internal service center operations.
Technical Skill & Knowledge
- Strong understanding of digital engagement channels and smart automation to enhance the "Human-AI" synergy and drive operational improvements within an internal contact center.
- Expertise in financial statement analysis, complex staffing models, and telecommunications to optimize global cost-to-serve while exceeding revenue targets.
- Proven ability to lead and inspire diverse, remote global teams across different geographies and cultural environments with minimal direct supervision.
- Demonstrated ability to solve complex problems under pressure while maintaining strict alignment with operational plans, budgets, and IHG’s global strategy.
- Excellent written, verbal, and interpersonal communication skills, with the ability to influence and collaborate with cross-functional stakeholders at all levels of the organization.
- Proven track record of converting corporate strategy and high-level metrics into clear operational objectives, driving execution, and ensuring total accountability for KPI delivery.
- Demonstrated experience in embedding a consultative sales mindset and a "Culture of Coaching" within reservation and service environments to drive conversion and loyalty.
- Proven success in leading and developing high-performing internal teams, with a focus on talent acquisition, performance management, and building a robust leadership pipeline.
- Demonstrated ability to deliver against both short- and long-term plans, ensuring the successful global adoption of new systems, tools, and brand standards by internal colleagues.
- Strong experience with contact center tools and discipline
At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?
