Leads performance, governance, strategy, and transformation across a global BPO vendor network. Owns customer experience, service levels, compliance, quality, analytics, escalations, and vendor accountability. Partners cross-functionally across Operations, Compliance, Product, Risk, Training, QA, and Workforce Management to deliver rollouts, migrations, regulatory implementations, and continuous improvement. Uses data and scenario modeling to diagnose gaps, prioritize interventions, and drive measurable outcomes.