Director, Customer Service, Eastern Hemisphere

BUILD THE FUTURE

At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher’s time and a student’s learning experience. 

If you have the passion and technical expertise to thrive in an innovative and agile environment, we want to learn more about you.

What is this role about:

We are seeking a Director, Customer Service to provide regional leadership and strategic oversight for customer service operations across the UK, Ireland, Europe, Middle East, Africa, and APAC, including India and Australia. This role will be responsible for ensuring a consistent customer experience, scalable operations, and strong alignment with the global Customer Experience (CX) strategy across diverse markets and service delivery models.

What you will be doing: 

• Provide regional leadership and strategic oversight for customer service operations across EMEA, UK, Ireland, APAC, ensuring consistent customer experience and scalable delivery models.
• Translate global CX strategy into a cohesive regional operating model, standardizing KPIs, service frameworks, and governance while accounting for local market needs.
• Own regional operational performance outcomes, including CSAT, resolution effectiveness, quality, cost‑to‑serve, and capacity health; actively course‑correct when performance is off track.
• Serve as escalation point for senior‑level or cross‑market customer issues, balancing customer impact, risk, and operational constraints.
• Hire, coach and develop regional people leaders; build succession plans and foster a culture of accountability, continuous improvement, and cross‑regional learning.
• Partner with Global CX, Sales, Product, Technology, Finance, and Operations to align priorities, roadmaps, and resource decisions with customer impact.
• Identify and sponsor continuous improvement initiatives using data and Voice of Customer (VOC) insights, including process, tooling, and automation opportunities.
• Guide regional workforce and vendor strategy (capacity, sourcing, vendor mix) to ensure planning and delivery models support business demand.
• Approve regional operating changes, prioritization decisions, and investment recommendations within approved authority.

What you need to be considered:

• 12+ years of overall professional experience.
• Strong executive presence with the ability to influence at a regional level.
• Demonstrated ability to make data-driven decisions and leverage insights effectively.
• Proven cross-cultural leadership experience across multiple geographies and time zones.
• Experience in change management and driving organizational transformation initiatives.
• Fluency in both English and Arabic, with strong verbal and written communication skills.
• Experience leading hybrid and/or remote service delivery models.
• Proven experience partnering with global vendors and outsourced service providers.
• Willingness to travel up to 25%, particularly during the initial phase.
• Bachelor’s/Master’s degree in business, education or related field.

WHY WORK FOR US?

At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts contribute to the lives of millions. There has never been a better time to join McGraw Hill. In our culture of curiosity and innovation, you will be able to own your growth and develop as we do.

The work you do at McGraw Hill will be work those matters. We are collectively designing content that will build the future of education. Play your part and experience a sense of fulfilment that will inspire you to even greater heights.

If you are curious, open to new ideas and ready to make a difference, we want to talk to you.

We have a collective passion for the work we do and a curiosity to find new solutions. If you share our determination, together we will drive learning forward.

Here’s what we offer: 

At McGraw Hill, you will be empowered to make a real impact on a global scale. Every day your individual efforts can contribute to the lives of millions.

McGraw Hill recruiters always use a “@mheducation.com” email address and/or from our Applicant Tracking System, iCIMS. Any variation of this email domain should be considered suspicious. Additionally, McGraw Hill recruiters and authorized representatives will never request sensitive information in email.