Location:

Cork (Hybrid)

Salary:

€125,000 - €130,000 + Package

Type:

Permanent

The Opportunity

We are partnering with a leading global outsourcing and BPO (Business Process Outsourcing) organisation to appoint an experienced Operations Director to lead a major transformation program across their customer service delivery operations in Ireland, through the integration of agentic AI & related automation.

This is a high-impact leadership role focused on modernising service delivery through AI, automation and digital platforms, while shaping next-generation customer experiences across multi-channel environments.

You will play a critical role in driving innovation, improving service outcomes and embedding intelligent operational frameworks across a large-scale BPO environment.

We are specifically looking for an experienced, senior operations leader with proven BPO industry experience, including leading multiple operational verticals and someone who has the Digital AI skills to enable this transformation.

Key Responsibilities

• Lead the end-to-end transformation of BPO services & customer operations leveraging AI, automation and cloud-based technologies
  * Design and implement intelligent, omnichannel customer service frameworks
  * Drive the deployment of AI copilots and automation tools
  * Ensure intelligent operational readiness and successful delivery of transformation programmes
  * Champion Workforce Transformation including reskilling and role redesign
  * Build strong stakeholder and client relationships
  * Own performance through data-driven insights
  * Promote a culture of innovation and high performance

Essential Expertise required:

• Proven Operations leadership in BPO / shared services / large-scale operations
  * Strong track record in AI & automation-led transformation projects
  * Experience with AI tools, automation, AWS or Salesforce
  * Data Driven, decision-making capability
  * Excellent stakeholder management & change Leadership skills
  * Commercial and analytical mindset
  * Excellent communication and leadership skills

Why This Role?

• Lead a cutting-edge AI transformation programme
  * Influence strategy and customer experience at scale
  * Senior leadership exposure within a global organisation
  * Competitive executive package and progression opportunities

If you are a senior operations leader with BPO industry expertise and a passion for AI-driven transformation & customer excellence, we are keen to speak with you.

Location & Travel

Hybrid working with Cork base. Travel across Ireland and the UK may be required.

Please note that you MUST also have EU/EEA/UK citizenship or hold a current valid work visa for Ireland. No Sponsorship considered.

Other Key terms: Senior Operations Director, Senior Operations Leader, Senior Operations Manager, Agentic AI, AI tools, Artificial Intelligence Expertise, Digital Transformation, Digital Customer Service Operations Manager, Customer Services Operations Delivery Manager, BPO, Business Process Outsourcing, Consultancy, Consulting Director.

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.