Head of Offshore & AI Automation Operations, Delivery Commercial Operations

About the Role
We are looking for a senior operations leader to lead two increasingly interconnected parts of our global commercial operating model: our offshore Digital Sales Center (DSC) operations and our Agentic AI go-to-market strategy.
This role will be responsible for building and operating a scaled commercial engine that combines offshore talent, automation, and AI to improve seller productivity, increase commercial capacity, and reduce the cost to serve merchants globally.
The leader will own Central Operations for DSC, establishing the operating model, performance management, capacity planning, vendor strategy, and global standards required to run offshore commercial operations at scale. In parallel, they will lead the operational strategy and GTM for Agentic AI across both autonomous AI, where agents execute commercial work independently, and augmented AI, where AI increases the effectiveness and productivity of our sellers.
This is not a traditional sales operations or AI program management role. The mandate is to redesign how commercial work gets done, determine which work should sit with sellers, offshore teams, or AI, and build the operating systems required to scale that model globally.
What You'll Do
Lead Global DSC Central Operations
Own the global operating strategy and Central Operations model for offshore Digital Sales Centers supporting Delivery.
Establish standardized operating mechanisms across regions, including capacity planning, workforce allocation, performance management, forecasting, productivity, quality, and operational governance.
Partner with regional Commercial and Operations leaders to determine where offshore capacity can most effectively support acquisition, onboarding, expansion, retention, and other merchant lifecycle motions.
Build a rigorous performance framework connecting DSC activity to commercial outcomes, including productivity, conversion, first trips, quality, cost to serve, and ROI.
Lead the evolution of DSC from a predominantly people-based operating model toward a more automated, AI-enabled commercial engine.
Develop vendor and location strategies that optimize for capability, quality, scalability, and economics.
Lead Agentic AI GTM & Automation Operations
Own the operational strategy and GTM framework for Agentic AI across Delivery Commercial Operations.