Director, Customer Service, Eastern Hemisphere

Overview

McGraw Hill develops modern, high-quality learning platforms used by millions of learners and educators around the world, from kindergarten through graduate school. The organization’s mission is to improve student outcomes through intuitive learning tools and content that help teachers spend more time teaching and students learn more effectively.

This position is suited to someone who brings strong technical capability, a passion for innovation, and the ability to work in a fast-moving, agile environment.

Role summary

The Director, Customer Service will lead regional customer service strategy and execution across the UK, Ireland, Europe, the Middle East, Africa, and APAC, including India and Australia. The role focuses on delivering a consistent customer experience, building scalable service operations, and ensuring close alignment with the global Customer Experience strategy across multiple markets and delivery models.

Key responsibilities

• Lead customer service operations across EMEA, the UK, Ireland, and APAC with a focus on consistency, scalability, and customer experience quality.
• Convert the global CX strategy into a practical regional operating model, including shared KPIs, service standards, and governance, while adapting to local market requirements.
• Own regional performance results such as CSAT, resolution quality, service effectiveness, cost efficiency, and capacity stability, and intervene quickly when results fall short.
• Act as the senior escalation contact for complex or cross-market customer matters, weighing customer impact, risk, and operational limits.
• Recruit, mentor, and grow regional people leaders while building succession plans and promoting accountability, improvement, and knowledge sharing.
• Work closely with Global CX, Sales, Product, Technology, Finance, and Operations teams to align priorities, roadmaps, and resourcing decisions with customer needs.
• Use data and Voice of Customer feedback to drive process improvement, tooling enhancement, and automation initiatives.
• Shape regional workforce planning and vendor strategy, including capacity planning, sourcing approach, and vendor mix, to meet business demand.
• Approve operational adjustments, prioritization choices, and investment recommendations within delegated authority.

What you should bring

• At least 12 years of overall professional experience.
• Strong executive presence and the ability to influence senior stakeholders across a region.
• A proven track record of using data and insights to make sound decisions.
• Experience leading across multiple geographies and time zones with cultural awareness.
• Background in change management and large-scale organizational transformation.
• Fluency in English and Arabic, with strong written and verbal communication skills in both languages.
• Experience managing hybrid and/or remote service delivery structures.
• Experience working with global vendors and outsourced service partners.
• Willingness to travel up to 25%, especially during the early stages of the role.
• A bachelor’s or master’s degree in business, education, or a related discipline.

Why McGraw Hill

McGraw Hill offers the opportunity to contribute to meaningful work with global impact. Your efforts help shape learning experiences for millions of people, and you will be part of a culture that values curiosity, innovation, and continuous growth.

The company emphasizes collaborative problem-solving and a shared commitment to improving education through new ideas and effective solutions.

Security notice

Official recruiter communication will come from an @mheducation.com email address or through the company’s applicant tracking system. Any other email domain should be treated as suspicious. Recruiters and authorized representatives will not ask for sensitive information by email.