Head of Global Service Delivery - Reservations & Customer Care

The Role

The Head of Reservations and Customer Care Technology & Transformation acts as the strategic architect of IHG’s internal front-end operations, transforming global service and reservation teams into a high-performance, revenue-generating engine. By instilling a "Culture of Coaching" and a consultative sales mindset, this leader bridges the gap between corporate strategy and front-line execution to consistently exceed KPI targets like conversion, loyalty, and guest satisfaction. Ultimately, the role is designed to unify diverse regional teams through inclusive leadership and data-driven innovation, ensuring that every customer interaction—whether agent-managed or AI-assisted—delivers world-class service excellence and maximum global profitability.

Your Day-to-Day

• Global Operational Leadership & Brand Alignment: Set and execute the global service delivery strategy across all internal regions, ensuring seamless alignment with IHG brand standards, regional hotel operations, advertising campaigns, and executive priorities within EST business hours.

• High‑Performance Culture & Talent Lifecycle Ownership: Build an inclusive, elite “Culture of Coaching” by developing leaders, refining hiring profiles, strengthening succession pipelines, and driving accountability, engagement, and long‑term career growth across geographies.

• Revenue, Loyalty & Sales Transformation: Lead corporate programs that maximize revenue, service recovery, and guest loyalty by embedding a consultative sales mindset focused on conversion, upselling, and high‑value loyalty acquisition.

• Data‑Led Performance & KPI Accountability: Own delivery against aggressive global KPIs (Conversion, FCR, NPS, productivity) through advanced analytics, rigorous service reviews, rapid course correction, and operational discipline.

• Cross‑Functional Strategy & Customer Journey Optimization: Partner with Digital, Product, Strategy, Experience Design, and Workforce Management to remove friction in customer and agent journeys, reduce contact volume, and shape future omnichannel and BPO strategies.

• Change, Technology & Innovation Leadership: Drive successful adoption of system, service, AI, and automation enhancements by aligning IT, AI Strategy, and operations—ensuring technology elevates performance while preserving the human touch.

• Financial, Risk & Compliance Stewardship: Collaborate with Finance, Risk, Security, and Corporate Communications on forecasting, staffing optimization, crisis response, and strict adherence to global data privacy and PCI standards.

What We Need from You

• Education & Professional Foundation: Bachelor’s or Master’s degree in a relevant field, or equivalent combination of education and progressive leadership experience.
• Global Leadership Experience: 10+ years of senior leadership experience within contact center or hospitality environments, including at least 3 years managing multi‑site, global internal service center operations.
• Digital, Automation & Contact Center Expertise: Strong command of digital engagement channels, smart automation, and contact center technologies to optimize human‑AI collaboration and operational performance.
• Financial & Operational Acumen: Demonstrated expertise in financial statement analysis, complex staffing models, telecommunications, and cost-to-serve optimization while consistently exceeding revenue targets.
• Strategic Execution & Change Leadership: Proven ability to translate enterprise strategy and high‑level metrics into executable operational plans, delivering against short‑ and long‑term objectives and ensuring global adoption of new systems, tools, and brand standards.
• People Leadership & Culture Building: Strong track record of leading diverse, remote global teams; embedding a consultative sales mindset and “Culture of Coaching”; and building high‑performing teams through talent acquisition, performance management, and leadership pipeline development.
• Influence, Problem‑Solving & Accountability: Exceptional communication and stakeholder influence skills, with the ability to solve complex problems under pressure while maintaining strict alignment with budgets, operational plans, and global strategy—and full accountability for KPI delivery.

Location – Atlanta, GA preferred. Our hybrid work structure is an expectation of three (3) days a week in office. This expectation may be adjusted to evolve with the changing needs of the business.

The salary range for this role is $183,700 to $240,000.  This role is also eligible for bonus pay (as applicable). We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees.  

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