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About the Role

The Global Head of Customer Operations Strategy & Business Operations serves as the strategic and operational partner to the SVP, Global Customer Operations. This role translates GCO’s long-term ambition into clear priorities, integrated plans, and disciplined execution. It leads strategy and business operations for GCO, encompassing enterprise planning, executive operating cadence, strategic programs, investment and capacity planning, executive communications, and the integration of AI and automation priorities into operating plans, workforce plans, governance, and performance measures. This role requires independent judgment, strong commercial and operational acumen, and the ability to influence senior leaders globally.

Responsibilities

Prepare the SVP for key engagements through concise briefings, recommendations, positioning, and follow-up.
Shape board-level, C-suite, and executive materials that turn operational complexity into clear, decision-ready narratives.
Partner with Finance and the SVP on budgets, forecasts, variance analysis, and business cases.
Lead strategic capacity planning across regions, linking demand, service commitments, workforce supply, automation benefits, cross-skilling, and financial constraints.
Govern workforce actions and change readiness, including redeployment, cross-skilling, site disruption planning, and approved workforce changes.
Partner with HR, Finance, and regional leaders on workforce planning, org design, capabilities, succession, and talent actions.
Establish structured governance with RELX shared services leadership in the Philippines and the SVP, creating a durable framework for decisions, priorities, and accountability.
Design and run the SVP’s leadership operating rhythm, including agendas, decision framing, pre-reads, action tracking, and follow-through.
Maintain decision logs, escalation discipline, and cross-functional dependency management.
Establish consistent business reviews with business units and Managing Directors using common metrics and trusted data.
Protect SVP focus on highest-value priorities while ensuring commitments are managed and strategic programs move from design to execution.
Build trusted relationships across Product, Technology, Sales, Marketing, Finance, HR, Legal, and business units to align priorities and secure decisions, resources, and support.
Represent GCO in enterprise transformation forums.
Maintain a forward-looking view of REPH workforce delivery capacity, including joiners, leavers, internal movement, demand outlook, and site-level risks.
Coordinate scaled workforce actions with REPH, HR, Finance, and regional leaders, including redeployment, cross-skilling, capacity rebalancing, and disruption response.
Translate approved technology and automation benefits into jointly owned workforce and capacity plans aligned to GCO priorities.
Maintain a forward-looking view of REPH workforce delivery capacity and coordinate workforce and capacity actions aligned to GCO priorities.

Requirements

Progressive leadership experience in customer operations, business operations, strategy, management consulting, or a related discipline, including global or multi-region experience.
Demonstrated success in a Chief of Staff, strategy, business operations, transformation, or comparable role supporting a senior executive.
Proven ability to build and execute multi-year operational strategies that deliver measurable customer, financial, and operational impact.
Experience leading experienced professionals and, ideally, people leaders.
Exceptional executive communication skills for board, C-suite, and senior leadership audiences.
Strong financial and analytical acumen, including budget planning, business cases, performance measurement, and KPI design.
Ability to influence senior stakeholders and drive outcomes without direct authority.
Experience in global customer operations, contact center, service delivery, or another high-volume customer environment.
Experience building data-driven operating models, performance-management systems, and analytical capabilities.
Working fluency with AI and automation in customer operations, including organizational and workforce implications.
Experience supporting transformation, scaling, restructuring, or operating-model change across multiple geographies.

Skills

AI and automation in customer operations
Business case development
Capacity planning
Change readiness
Communication
Data-driven operating models
Executive decision-making
Financial acumen
Global operations
Governance
KPI design
Leadership
Management consulting
Operations strategy
Organizational design
Performance management
Strategic planning
Workforce planning

Location

Home based-Ohio
Colorado
Illinois
Chicago, IL
Maryland
New York
New York City
Rochester, NY
New Jersey
U.S. National
Ontario

Work Type

Home based
Flexible hours

Experience Level

Progressive leadership experience
Experience leading experienced professionals
Experience leading people leaders

Salary/Compensations

Home based-Ohio $148,800 - $276,300
Colorado $156,700 - $290,900
Illinois $164,500 - $305,500
Chicago, IL $172,400 - $320,000
Maryland $164,500 - $305,500
New York $172,400 - $320,000
New York City $188,000 - $349,000
Rochester, NY $156,700 - $290,900
New Jersey $198,044 - $316,356
U.S. National $156,700 - $290,900
Ontario $198,200 - $248,200 (CAD)

Benefits

Wellbeing initiatives
Shared parental leave
Study assistance
Sabbaticals
Country specific benefits

About the Company

LexisNexis Legal & Professional serves customers in more than 150 countries with 11,800 employees worldwide and is part of RELX.
RELX is a global provider of information-based analytics and decision tools for professional and business customers.
The company has been a long-time leader in deploying AI and advanced technologies to the legal market.
It deploys ethical and powerful generative AI solutions with a flexible, multi-model approach.
The company employs over 2,000 technologists, data scientists, and experts to develop, test, and validate solutions in line with RELX Responsible AI Principles.
LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics that help customers increase their productivity, improve decision-making, achieve better outcomes, and advance the rule of law around the world.
As a digital pioneer, the company was the first to bring legal and business information online with its Lexis® and Nexis® services.

Equal Opportunity

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
USA Job Seekers: EEO Know Your Rights.