Global Customer Operations Transformation Lead

1. Engagement Overview

TechSoup is seeking an experienced Global Customer Operations Transformation Lead for an approximately 8-9 month, full-time engagement. The individual or consulting firm will provide senior, hands-on leadership for TechSoup's Global Customer Operations Transformation, working across Customer Service, Validation support, technology, AI and automation, process redesign, workforce transition, and change management.

This is not primarily an advisory engagement. TechSoup is looking for a leader who can take the transformation from design through implementation, stabilization, and handover. Significant current-state analysis and target-state design work has already been completed. The next phase requires dedicated leadership to convert those decisions into an integrated implementation plan, drive execution across multiple teams, resolve dependencies, establish new operating practices, and ensure that the resulting model becomes sustainable day-to-day operations.

2. Transformation Context

TechSoup is redesigning how nonprofit organizations receive support, complete registration and validation, and gain access to products and services globally. The transformation combines workflow redesign, AI-enabled automation, human support, technology implementation, and organizational change. This redesign and implementation work will also lay down the foundational structure for future business needs including sales, membership engagement, and entry point to TechSoup.

The transformation covers three connected areas

• Global Customer Service: shared knowledge resources, conversational AI, global live chat with human escalation, tickets, callbacks, office hours, routing, service hours, and chat quality review.

• Global Customer Registration and Validation: search, claim or register organizations; automate organization, agent, eligibility, and fraud checks; provide human review for exceptions; support checkout checks and revalidation; and phase migration toward Dynamics.

• Global Operating Model and Workforce Transition: define service tiers, roles, queue ownership, training, KPI baselines, quality monitoring, governance, and a phased delivery plan.

The engagement must treat these areas as one operating transformation. The need is broader than implementing a platform or adding staff. Technology, process, service delivery, organizational structure, roles, training, measurement, and change management must move together.

3. Purpose of the Engagement

A. Turn the target design into an executable program

Translate the existing design, decisions, and workstreams into a single integrated transformation roadmap with clear deliverables, owners, dependencies, milestones, decision points, risks, acceptance criteria, KPI measurement, and resource requirements.

B. Drive implementation

Actively lead execution across Customer Service and Validation rather than serving only as an advisor. The lead must be comfortable moving from strategy to process design, technology, people, implementation, measurement, and operational stabilization.

C. Build the new Global Customer Operations model

• Global workflows and clear ownership

• Defined service levels and standards

• AI-enabled approach with effective human escalation

• Quality management and workforce capability

• Appropriate regional and country exceptions within a globally consistent model

D. Leave behind a sustainable organization

By the end of the engagement, TechSoup leadership should be able to run the new model without continued dependence on the contractor. Knowledge transfer, documentation, operating routines, KPI ownership, governance, and management capability are required outcomes.

4. Scope of Work

4.1 Transformation Program Leadership

• Build and maintain the integrated transformation roadmap.

• Translate strategy and decisions into implementation requirements.

• Establish clear workstream accountability and decision rights.

• Maintain dependencies, risks, issues, actions, and decisions.

• Prepare and facilitate project-team, KPI, and steering reviews.

• Identify delivery obstacles and bring decisions to the appropriate leaders quickly.

• Maintain focus on business outcomes rather than activity completion.

• Provide concise executive reporting on progress, decisions, risks, resources, and KPI movement.

4.2 Customer Operations Transformation and Data Management

Lead the operationalization of a global Customer Service model that includes:

• A clear digital strategy

• A shared, country-aware knowledge capability

• Global approach to customer interactions (including data management), chats, tickets and solution process

• An operating model and structure to support escalations and program consultation where appropriate

• Improved process for quality assurance and higher CSAT and better user experience

• Feedback loops into knowledge, policy, and training

4.3 Operating Model and Workforce Transformation

This work is central to the engagement and must not be treated as secondary to technology implementation. The lead will help design and implement:

• Global Customer Operations structure, and definition of functional roles

• Responsibilities and decision rights

• Service tiers and skill-based agent structure

• Workforce coverage and capacity model

• Training and capability requirements

• Quality-management responsibilities

• Transition from current roles to the future structure

4.4 AI and Technology Enablement

The lead does not necessarily need to be the technical implementer, but must be technically fluent enough to lead an AI-enabled Customer Operations transformation. Relevant experience should include several of the following:

• Knowledge management

• CRM and case management

• Intelligent routing and workflow automation

• Customer-service analytics

• AI quality assurance, monitoring, and governance

5. Performance and Measurement

The lead will establish reliable operational management mechanisms, validate KPI definitions and baselines, assign owners, and implement recurring reporting. Current project targets.

The lead should confirm measurement methodology, data availability, exclusions, segmentation, and baseline integrity before using these measures for acceptance or benefit claims. AI deflection should be reviewed together with resolution, quality, escalation, customer experience, and operating efficiency, rather than optimized in isolation.

6. Expected Deliverables

Mobilization and program control

• Integrated transformation implementation plan

• Confirmed workstream structure and RACI/decision rights

• Dependency map

• Risk, issue, action, and decision registers

• Governance cadence and executive reporting format

• KPI baseline and measurement framework

Organization and transition

• Future-state Global Customer Operations operating model

• Roles, responsibilities, service tiers, and staffing/capacity model

• Training and capability plan

• Change and communications plan

• Operational playbook and leadership dashboard

• Formal operational handoff and knowledge transfer

7. Candidate or Firm Requirements

Required experience

• 10+ years of relevant experience in global customer operations, service transformation, contact centers, or customer-experience operations.

• Leadership of at least two significant customer or service-operations transformations from design through implementation.

• Experience leading global or multi-region operations.

• Experience redesigning customer-support processes and organizational operating models.

• Strong program and transformation-management capability.

• Experience implementing AI or automation in customer-facing operations.

• Experience with CRM or customer-service platforms.

• Experience designing KPIs, service levels, quality frameworks, and operational dashboards.

• Demonstrated change-management experience, particularly where employee roles and responsibilities changed.

• Ability to work directly with senior executives and hands-on with operational and technical teams.

Strongly preferred

• Microsoft tech stacks in Customer Service experience.

• Experience with global nonprofit, membership, marketplace, or service organizations.

• Experience building 24 by 7 models.

• Knowledge-management transformation experience.

• Experience combining AI-enabled self-service with human-supported service.

• Experience with compliance, KYC-like verification, or other exception-based operational processes.

8. Profile We Are Looking For

The strongest candidate is likely to have served in one or more of the following roles:

• VP or Head of Customer Operations

• VP or Head of Customer Experience

• Customer Service Transformation Director

• Contact Center Transformation Leader

• Customer Operations Operating Model Lead

• Senior Customer Operations or CX Transformation Consultant

9. Engagement Model

Requirement for a consulting company:

The proposed named transformation lead must be committed substantially full time for the duration of the engagement. TechSoup is not seeking a partner-led strategy engagement that transitions delivery primarily to junior consultants. Any substitution of the named lead requires TechSoup approval.

TechSoup is an Equal Opportunity Employer and is committed to ensuring that all employees and applicants receive equal consideration and treatment, regardless of race, color, creed, gender (including gender identity or gender expression), religion, marital or domestic partner status, age, national origin or ancestry, physical, mental or medical disability, sex, sexual orientation, citizenship, military service status, veteran status, or any other characteristic protected by state or federal law or local ordinance.

The hourly compensation range for this full-time, contract engagement is approximately $58–$72 per hour, depending on experience and qualifications. depending on experience, qualifications, and scope alignment. The final rate will be determined based on the scope of services, relevant skills and experience, specialized expertise, location, and market considerations. This is an independent contractor engagement and is not eligible for TechSoup employee benefits.