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 If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)