**Role Purpose**

Create and lead best in class contact center operations that consistently delivers a customer experience that maximizes profitable revenue, optimizes cost of sale, promotes brand preference, and builds customer loyalty. Create a high performing culture of accountability that fosters employee development and promotes high employee engagement.

**Key Accountabilities**

+ **Orchestrate Global Leadership:** Provide overarching direction for all internal, IHG-managed regional teams, ensuring a unified and high-performance service delivery model that perfectly aligns with global organizational strategies. Aligns closely with regional hotel operations support teams for GR related matters.​
+ **Cultivate an Elite Performance Culture:** Establish and maintain a Culture of Coaching and continuous improvement, building skills across the organization to support a sophisticated omnichannel environment—including agent-managed, AI-assisted, and fully ...