Job Title:
Director, Global Ops Excellence
Job Description
Practice: AI Data Services & Trust & Safety
About The Role
Concentrix is a global leader in AI Data Services and Trust & Safety, helping the world's most advanced technology companies develop safe, scalable, and high-performing AI systems. We are seeking a Director of Global Operations Excellence to drive operational excellence, delivery scalability, and quality across our AI Data Services portfolio.
This role is responsible for ensuring world-class service delivery across multilingual and multimodal AI data projects, supporting foundation model builders and enterprise AI clients. The Director will play a critical role in enabling pre-sales, solutions, account management, and delivery teams, embedding quality and consistency across the Practice while shaping future-ready operational frameworks.
The ideal candidate is an experienced leader with a proven ability to scale complex AI service delivery globally, deep knowledge of generative AI and LLM workflows, and strong expertise in QA/QC frameworks, workforce enablement, and domain-specific annotation projects.
Key Responsibilities
Global Service Delivery
* Serve as a subject matter expert in global delivery operations across all AI Data Services, ensuring scalable, consistent, and high-quality outcomes for clients.
* Build, standardize, and refine delivery models, operational frameworks, and execution playbooks to support diverse AI data use cases across text, audio, video, and image modalities.
* Act as the escalation point for global delivery teams, ensuring complex challenges are addressed quickly and effectively.
* Align with executive stakeholders to translate client requirements into scalable delivery strategies.
Operational Excellence and Quality Management
* Architect and govern best-in-class QA and QC frameworks that guarantee precision, compliance, and efficiency across multimodal data projects.
* Define, monitor, and continuously improve KPIs, SLAs, and audit mechanisms to ensure excellence in delivery, reduce rework, and prevent systemic errors.
* Embed a closed-loop system of quality improvement across delivery, operations, and account teams.
* Drive adoption of responsible AI practices and compliance standards in all delivery workflows.
Cross-Functional Enablement and Client Partnership
* Partner with pre-sales and solutions teams to ensure proposals reflect delivery excellence and operational readiness.
* Support account management by driving client confidence through operational models, case studies, and delivery frameworks.
* Collaborate with delivery, workforce, and operations teams to scale execution in RLHF, supervised fine-tuning, adversarial red teaming, jail-breaking, transcription, translation, and other advanced workflows.
* Serve as a trusted advisor to clients and internal stakeholders, ensuring delivery capabilities evolve with market demands.
Domain Expertise and Specialized Projects
* Oversee delivery of projects requiring specialized domain experts in STEM, legal, medical, financial services, and other niche areas.
* Implement structured calibration, training, and governance models for expert annotators to ensure accuracy and compliance in complex domains.
* Forecast domain-specific workforce needs and partner with talent and workforce management teams to scale delivery readiness.
Innovation and Strategic Thought Leadership
* Shape the future of AI data services delivery by introducing innovative approaches, leveraging automation, and improving annotation workflows.
* Bring thought leadership to emerging AI use cases such as multimodal alignment, generative AI evaluation, and adversarial testing.
* Contribute to the global Concentrix AI strategy, ensuring our operational frameworks remain best-in-class in a rapidly evolving landscape.
* Represent Concentrix as a subject matter expert in client meetings, industry forums, and strategic discussions.
Required Qualifications
* 5+ years of experience in AI data labeling, annotation, and global service delivery, with at least 2 years in a leadership role.
* Proven success scaling multilingual and multimodal AI training data projects for large enterprise clients and foundation model builders.
* Hands-on expertise in RLHF, supervised fine-tuning, red teaming, jail-breaking, transcription, and translation workflows.
* Deep understanding of QA/QC frameworks for AI training data, with demonstrable success in achieving quality outcomes against complex KPIs.
* Strong track record in leading global delivery teams, aligning cross-functional stakeholders, and driving operational excellence.
* Exceptional communication and executive presence, with the ability to engage directly with client leadership and internal senior stakeholders.
Preferred Qualifications
* Bachelor's or Master's degree in Linguistics, Computational Linguistics, AI/ML, or a related field.
* Extensive experience across generative AI and LLM use cases, including prompt engineering, safety testing, multimodal alignment, and domain-specific annotation.
* Expertise in workforce enablement and operations excellence with large global organizations, including training, governance, and wellness practices.
* Familiarity with AI governance, compliance, and responsible AI practices, with the ability to operationalize them in delivery frameworks.
* Demonstrated ability to balance strategic leadership with hands-on delivery oversight, ensuring Concentrix remains a trusted partner in AI Data Services.
Location:
UK, Work at Home, GB
Language Requirements:
Time Type:
Full time
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