Director, Global Customer Service - Vinted | KG

The role is open in Egypt and Kenya

Job Summary / Overview

This Role oversees identifying improvement opportunities across multiple sites/locations,

challenging the norm to drive continual improvement. Ensuring consistent delivery across the

sites/location within his/her area of responsibility. Sharing operational best practices and

representing the operation in front of the client in cooperation with Client Management.

Responsible for implementing TP's operational framework and accountable for

ensuring compliance within his/her area of responsibility.

Key Responsibilities And Accountabilities

• Implement the Global Organizational Structure and Roles & Responsibilities Blueprint.
• Ensure alignment and engagement across Global, Regional, and Local teams in line with
  
  

operational standards.

• Identify and onboard global resources in accordance with defined roles and structures.
• Establish and maintain internal KPIs, reporting standards, and performance dashboards.
• Validate and review KPIs with L-SDMs to ensure data accuracy and business relevance.
• Ensure L-SDMs understand, interpret, and manage data per Global standards.
• Drive continuous improvement by identifying fail points, anomalies, and clarification needs.
• Implement the Global Quality, Process, and Training Management Blueprint.
• Oversee alignment between Global and Local QPT teams.
• Manage intra-daily, daily, and weekly client communications (WBRs).
• Ensure operational teams follow defined processes, timelines, and deliverables, with proper
  
  

follow-up until completion.

Competencies and Professional Background

• Target Audience: Managers & Directors
• Bachelor's degree in a related discipline, or equivalent experience
• 5+ years in account management, service delivery, or operations within BPO/customer service, including 2+ years leading managers across multiple sites or countries
• Six Sigma certification with DMAIC experience preferred
• Proficient in Google Workspace applications (Sheets, Docs, Slides, Keep/Drive) and comfortable working with data and reporting tools
• English proficiency at CEFR C1/C2
  
  

Key Competencies

• Builds relationships quickly and influences senior stakeholders
• Strong leadership, able to challenge constructively
• Structured, organized, and analytical, with strategic thinking
• Hands-on and solution-oriented under pressure
• Strong client focus and team collaboration
  
  

Due to the high volume of applications, only candidates selected for interview will be contacted.