Job Description

Capita’s purpose is to be experts in designing, transforming, and delivering frictionless experiences for the Life Moments that really matter for our clients and their customers. This role is central to that mission—leading the operational transformation of customer service delivery through the integration of agentic AI, automation, and hyperscaler platforms such as AWS and Salesforce.

Job title:

Operations Director

Role purpose

The Operations Director will be responsible for shaping and delivering intelligent, adaptive, and empathetic customer experiences across multiple channels. This includes ensuring the right blend of human and AI capabilities, preparing the workforce for future roles, and embedding innovation into the heart of operations. The role will also support strategic initiatives and ensure operational readiness for new technologies, frameworks, and service model

Immediate and ongoing priorities include:

• Lead the operational transformation of BPO services using AI, automation, and digital platforms.
• Drive the implementation of intelligent service frameworks that adapt to customer needs and channel preferences.
• Ensure seamless rollout and embedding of strategic initiatives across operations, including agent enablement, reporting, planning, and client collaboration.
• Champion workforce transformation through role redesign, upskilling, and cultural change.
• Collaborate with internal and external stakeholders to ensure successful delivery and measurable impact.

Key accountabilities

• AI & Automation Integration: Deploy agentic AI and AI copilots to support agents, automate routine tasks, and enhance customer interactions.
• Operational Readiness: Ensure all strategic projects are operationally embedded, with clear ownership, reporting, and success metrics.
• Customer Experience Design: Build omnichannel service models that use AI to route issues to the right channel and resource.
• Workforce Transformation: Lead initiatives to upskill staff in AI literacy, digital empathy, and adaptive service delivery.
• Stakeholder Engagement: Collaborate with clients, technology teams, and internal departments to align on goals and execution.
• Change Leadership: Communicate change effectively, manage expectations, and foster a culture of innovation and adaptability.
• Performance Monitoring: Track KPIs, measure impact, and adjust strategies to ensure continuous improvement.
• Commercial Awareness: Align operational improvements with broader business goals, market trends, and client expectations.
• Employee Net Promoter Score (eNPS) and Colleague Engagement: Drive initiatives to improve eNPS and foster a culture of engagement and collaboration among colleagues.
• Customer Net Promoter Score (cNPS): Ensure high cNPS by delivering exceptional customer experiences and continuously improving service quality.

Judgement Skills

• Data-Driven Decision-Making: Use analytics and AI insights to inform strategic and operational decisions.
• Prioritisation: Balance short-term delivery with long-term transformation goals.
• Strategic Thinking: Align operational strategy with Capita’s purpose and client outcomes.
• Adaptability: Respond quickly to emerging technologies, market shifts, and customer needs.
• Cross-Functional Collaboration: Work across teams to deliver integrated solutions.
• Resource Allocation: Make informed decisions on staffing, budgeting, and technology investments.
• Ethical Leadership: Uphold transparency, integrity, and responsible AI practices.

Environment

Hybrid working model with office base in Cork. Travel may be required across ROI and UK sites

• Minimum 5+ years in operations leadership within BPO or business process management.
• Proven experience in managing AI/automation-led transformation projects.
• Strong stakeholder management and client engagement skills.
• Proficiency in Microsoft Office Suite, including MS Project, Visio and Co Pilot.
• Experience with hyperscaler platforms (AWS, Salesforce) and AI tools preferred.
• Excellent communication, presentation, and change leadership capabilities.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an

inclusive environment for all employees.

Location:

Cork

,

Ireland

Time Type:

Full time

Contract Type:

Permanent