Operations Director – AI & Digital Transformation (BPO)

About the role

This senior leadership position will drive a major AI‑enabled transformation of a global BPO organisation’s customer service operations in Ireland. Reporting to senior executives, you will modernise service delivery through AI, automation and cloud technologies while shaping next‑generation omnichannel experiences.

Key responsibilities

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

Required profile

• Proven operations leadership in BPO, shared services or large‑scale operations.
• Strong track record delivering AI and automation‑led transformation projects.
• Experience with AI tools, automation, AWS or Salesforce.
• Data‑driven decision‑making capability.
• Excellent stakeholder management and change‑leadership skills.
• Commercial and analytical mindset.
• Outstanding communication and leadership abilities.

Required skills

• AWS
• Salesforce
• AI tools
• Automation

What we offer

• 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.