Director, Customer Service, Eastern Hemisphere

Company Overview

McGraw Hill is a leader in developing advanced learning platforms utilized globally by millions of students and educators from kindergarten through graduate education. Their mission is to boost student achievement by delivering user-friendly, impactful learning tools that optimize both teaching efficiency and student engagement.

Role Summary

The Director, Customer Service position offers regional leadership and strategic management for customer support operations spanning the UK, Ireland, Europe, Middle East, Africa, and APAC including India and Australia. This role emphasizes delivering uniform customer experiences, scalable processes, and aligning closely with the overarching global Customer Experience (CX) strategy while addressing diverse market needs and various service delivery frameworks.

Key Responsibilities

• Lead customer service functions across regions including EMEA, UK, Ireland, and APAC, ensuring both consistency and scalability of service models.
• Adapt global CX strategies to regional frameworks by standardizing KPIs, service guidelines, and governance structures while respecting local requirements.
• Oversee operational metrics such as customer satisfaction (CSAT), resolution efficiency, quality standards, cost effectiveness, and capacity health; intervene promptly when deviations occur.
• Act as the senior escalation point for complex or cross-market customer issues, balancing impact, risk, and operational considerations.
• Recruit, mentor, and develop regional leadership; establish succession plans and cultivate a culture focused on accountability, continual improvement, and knowledge sharing across regions.
• Collaborate with global and regional teams including Customer Experience, Sales, Product, Technology, Finance, and Operations to coordinate priorities, roadmaps, and resources based on customer impact.
• Champion ongoing improvement initiatives leveraging data and customer feedback, targeting process enhancement, tool optimization, and automation opportunities.
• Direct workforce management and vendor strategies to ensure capacity and sourcing meet business demands effectively.
• Authorize regional operational adjustments, priority setting, and investment recommendations within defined authority limits.

Candidate Qualifications

• Minimum 12 years of professional work experience.
• Strong executive presence capable of influencing across regional leadership.
• Proficient in utilizing data insights to drive decision-making.
• Experienced in managing cross-cultural teams over multiple geographies and time zones.
• Skilled in change management and organizational transformation efforts.
• Fluent in English and Arabic, both verbally and in writing.
• Experience overseeing hybrid and remote customer service delivery models.
• History of successful partnerships with global vendors and outsourced service providers.
• Willingness to travel up to 25%, particularly during initial integration phases.
• Educational background: Bachelor’s or Master’s degree in business, education, or a related discipline.

Why Join Us?

At McGraw Hill, your individual contributions significantly influence the global education landscape. The company promotes a culture driven by curiosity and innovation, supporting personal and professional growth. Joining McGraw Hill means engaging in impactful work that shapes the future of education while gaining a deep sense of fulfillment. They seek passionate, open-minded individuals ready to make a meaningful difference.