McGraw Hill تعلن عن وظيفة مسؤول تسويق مبتدئ في الرياض
🏢 McGraw Hill
شركة McGraw Hill تعلن عن وظيفة مدير خدمة عملاء للنصف الشرقي في السعودية
Director, Customer Service, Eastern Hemisphere
🏢 McGraw Hill
تفاصيل الوظيفة
في McGraw Hill، نبحث عن مدير خدمة عملاء (Director, Customer Service, Eastern Hemisphere) للعمل في السعودية. يتولى هذا الدور القيادة الإقليمية والإشراف الاستراتيجي لعمليات خدمة العملاء عبر المملكة المتحدة، أيرلندا، أوروبا، الشرق الأوسط، أفريقيا، وآسيا والمحيط الهادئ.
المهام والمسؤوليات
- توفير القيادة الإقليمية والإشراف الاستراتيجي لعمليات خدمة العملاء عبر مناطق EMEA والمملكة المتحدة وأيرلندا وآسيا والمحيط الهادئ، مع ضمان تجربة عملاء متسقة ونماذج تسليم قابلة للتوسع.
- ترجمة استراتيجية تجربة العملاء العالمية إلى نموذج تشغيلي إقليمي متماسك، وتوحيد مؤشرات الأداء الرئيسية وأطر الخدمة والحوكمة مع مراعاة احتياجات السوق المحلية.
- المسؤولية عن نتائج الأداء التشغيلي الإقليمي بما في ذلك رضا العملاء وفعالية الحل والجودة وتكلفة الخدمة وصحة السعة؛ وتصحيح المسار عند انحراف الأداء.
- العمل كنقطة تصعيد للمشكلات العليا أو عبر الأسواق، مع موازنة تأثير العملاء والمخاطر والقيود التشغيلية.
- توظيف وتدريب وتطوير القادة الإقليميين؛ بناء خطط التعاقب وتعزيز ثقافة المساءلة والتحسين المستمر والتعلم عبر المناطق.
- الشراكة مع الإدارات العالمية لتجربة العملاء والمبيعات والمنتجات والتكنولوجيا والمالية والعمليات لمواءمة الأولويات والخطط والقرارات المتعلقة بالموارد مع تأثير العملاء.
- تحديد ورعاية مبادرات التحسين المستمر باستخدام البيانات ورؤى صوت العميل، بما في ذلك فرص العمليات والأدوات والأتمتة.
- توجيه استراتيجية القوى العاملة والموردين الإقليمية (السعة والمصادر ومزيج الموردين) لضمان دعم نماذج التخطيط والتسليم للطلب التجاري.
- الموافقة على التغييرات التشغيلية الإقليمية وقرارات الأولوية وتوصيات الاستثمار ضمن الصلاحية الممنوحة.
الشروط والمتطلبات
- 12+ سنة من الخبرة المهنية الإجمالية.
- حضور تنفيذي قوي مع القدرة على التأثير على المستوى الإقليمي.
- قدرة مثبتة على اتخاذ قرارات مبنية على البيانات والاستفادة من الرؤى بفعالية.
- خبرة قيادية مثبتة عبر الثقافات في مناطق جغرافية متعددة ومناطق زمنية مختلفة.
- خبرة في إدارة التغيير وقيادة مبادرات التحول المؤسسي.
- إتقان اللغتين الإنجليزية والعربية (كتابة وتحدثاً).
- خبرة في قيادة نماذج تسليم الخدمات المختلطة أو عن بُعد.
- خبرة مثبتة في الشراكة مع موردين عالميين ومقدمي خدمات خارجيين.
- الاستعداد للسفر بنسبة تصل إلى 25%، خاصة خلال المرحلة الأولى.
- درجة البكالوريوس أو الماجستير في إدارة الأعمال أو التعليم أو مجال ذي صلة.
عرض النص الأصلي للإعلان
Overview
BUILD THE FUTURE
At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher’s time and a student’s learning experience.
If you have the passion and technical expertise to thrive in an innovative and agile environment, we want to learn more about you.
What is this role about:
We are seeking a Director, Customer Service to provide regional leadership and strategic oversight for customer service operations across the UK, Ireland, Europe, Middle East, Africa, and APAC, including India and Australia. This role will be responsible for ensuring a consistent customer experience, scalable operations, and strong alignment with the global Customer Experience (CX) strategy across diverse markets and service delivery models.
What you will be doing:
At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts contribute to the lives of millions. There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do.
The work you do at McGraw Hill will be work those matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfilment that will inspire you to even greater heights.
If you are curious, open to new ideas and ready to make a difference, we want to talk to you.
We have a collective passion for the work we do and a curiosity to find new solutions. If you share our determination, together we will drive learning forward.
Here’s what we offer:
At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts can contribute to the lives of millions.
McGraw Hill recruiters always use a “@mheducation.com” email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.
ML_Saudi_CXT_Director
BUILD THE FUTURE
At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher’s time and a student’s learning experience.
If you have the passion and technical expertise to thrive in an innovative and agile environment, we want to learn more about you.
What is this role about:
We are seeking a Director, Customer Service to provide regional leadership and strategic oversight for customer service operations across the UK, Ireland, Europe, Middle East, Africa, and APAC, including India and Australia. This role will be responsible for ensuring a consistent customer experience, scalable operations, and strong alignment with the global Customer Experience (CX) strategy across diverse markets and service delivery models.
What you will be doing:
- Provide regional leadership and strategic oversight for customer service operations across EMEA, UK, Ireland, APAC, ensuring consistent customer experience and scalable delivery models.
- Translate global CX strategy into a cohesive regional operating model, standardizing KPIs, service frameworks, and governance while accounting for local market needs.
- Own regional operational performance outcomes, including CSAT, resolution effectiveness, quality, cost‑to‑serve, and capacity health; actively course‑correct when performance is off track.
- Serve as escalation point for senior‑level or cross‑market customer issues, balancing customer impact, risk, and operational constraints.
- Hire, coach and develop regional people leaders; build succession plans and foster a culture of accountability, continuous improvement, and cross‑regional learning.
- Partner with Global CX, Sales, Product, Technology, Finance, and Operations to align priorities, roadmaps, and resource decisions with customer impact.
- Identify and sponsor continuous improvement initiatives using data and Voice of Customer (VOC) insights, including process, tooling, and automation opportunities.
- Guide regional workforce and vendor strategy (capacity, sourcing, vendor mix) to ensure planning and delivery models support business demand.
- Approve regional operating changes, prioritization decisions, and investment recommendations within approved authority.
- 12+ years of overall professional experience.
- Strong executive presence with the ability to influence at a regional level.
- Demonstrated ability to make data-driven decisions and leverage insights effectively.
- Proven cross-cultural leadership experience across multiple geographies and time zones.
- Experience in change management and driving organizational transformation initiatives.
- Fluency in both English and Arabic, with strong verbal and written communication skills.
- Experience leading hybrid and/or remote service delivery models.
- Proven experience partnering with global vendors and outsourced service providers.
- Willingness to travel up to 25%, particularly during the initial phase.
- Bachelor’s/Master’s degree in business, education or related field.
At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts contribute to the lives of millions. There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do.
The work you do at McGraw Hill will be work those matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfilment that will inspire you to even greater heights.
If you are curious, open to new ideas and ready to make a difference, we want to talk to you.
We have a collective passion for the work we do and a curiosity to find new solutions. If you share our determination, together we will drive learning forward.
Here’s what we offer:
At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts can contribute to the lives of millions.
McGraw Hill recruiters always use a “@mheducation.com” email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.
ML_Saudi_CXT_Director
المصدر: LinkedIn - أُضيفت للموقع في 2 يوليو 2026
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