Service & Operations Strategy Leader (Hybrid)

Overview In this role you will shape and drive the service and operating strategy for FPRS, partnering with cross-functional leaders to modernize service delivery. You will identify opportunities to improve customer experience, scalability, and efficiency through automation, AI, and new delivery models. You will craft roadmaps, build business cases, and envision operating models that enable sustainable transformation. This is a high-impact role that blends strategy, execution, and stakeholder influence in a regulated, complex service environment. Compensation / Benefitsskill-building and leadership developmentphilanthropic opportunitiesinspiring well-being initiativesflexible, inclusive benefits Responsibilities Assess current-state operations, customer journeys, channel performance, service demand, and cost drivers to uncover transformation opportunities. Lead evaluation and prioritization of automation, digital containment, workflow optimization, and AI-enabled solutions to improve speed, quality, and customer experience. Partner with technology, customer experience, finance, and operations leaders to build business cases, roadmaps, and implementation plans. Evaluate outsourcing, managed service, nearshore/offshore, and hybrid delivery models including design, governance, and transition planning. Define operating model requirements including roles, governance, workforce impacts, and performance management routines. Establish KPIs and success measures for transformation initiatives. Lead cross-functional workshops and executive discussions to align stakeholders and advance strategic decisions. Monitor market trends and emerging technologies to keep the strategy future-ready. Key requirements 8+ years of experience in operations strategy, service transformation, management consulting, or related field Background in customer experience, service design, or enterprise transformation Experience with contact center platforms, workforce optimization tools, conversational AI, virtual agents, automation solutions Experience designing outsourced, co-sourced, offshore, nearshore, or managed service operating models Experience in regulated or high-complexity service environments with risk, compliance, privacy, and controls Collaborative and influential Strong communication and storytelling for senior leaders Analytical and data-driven decision making Automation Self-service and digital service capabilities Workflow optimization