Head of Global Customer Operations Strategy & Chief of Staff

Are you a trusted strategic partner who can help senior leaders navigate complexity and drive enterprise-wide impact?

Do you thrive at the intersection of strategy, operations, workforce planning, and executive decision-making?

About our Team

LexisNexis Legal & Professional, which serves customers in more than 150 countries with 11,800 employees worldwide, is part of RELX (http://www.relx.com), a global provider of information-based analytics and decision tools for professional and business customers. Our company has been a long-time leader in deploying AI and advanced technologies to the legal market to improve productivity and transform the overall business and practice of law, deploying ethical and powerful generative AI solutions with a flexible, multi-model approach that prioritizes using the best model from today’s top model creators for each individual legal use case. The company employs over 2,000 technologists, data scientists, and experts to develop, test, and validate solutions in line with RELX Responsible AI Principles (https://stories.relx.com/responsible-ai-principles/index.html).

About the Role

The Global Head of Customer Operations Strategy & Business Operations is the strategic and operational partner to the SVP, Global Customer Operations. Serving as Chief of Staff, this leader translates GCO’s long-term ambition into clear priorities, integrated plans, and disciplined execution across regions and business units.

The role leads strategy and business operations for GCO, including enterprise planning, executive operating cadence, strategic programs, investment and capacity planning, executive communications, and integration of AI and automation priorities into operating plans, workforce plans, governance, and performance measures. This enterprise-facing leader brings independent judgment, strong commercial and operational acumen, and the ability to influence senior leaders across a global matrix.

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.
• 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.
• 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.

Work in a Way That Works for You

We promote a healthy work/life balance across the organization. We offer an appealing working prospect for our people. With numerous wellbeing initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long-term goals.

Working Pattern

Working flexible hours - flexing the times when you work in the day to help you fit everything in and work when you are the most productive.

About the Business

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.

Primary Location Base Pay Range: Home based-Ohio $148,800 - $276,300. If performed in Colorado, the base pay range is $156,700 - $290,900.If performed in Illinois, the base pay range is $164,500 - $305,500.If performed in Chicago, IL, the base pay range is $172,400 - $320,000.If performed in Maryland, the base pay range is $164,500 - $305,500.If performed in New York, the base pay range is $172,400 - $320,000.If performed in New York City, the base pay range is $188,000 - $349,000.If performed in Rochester, NY, the base pay range is $156,700 - $290,900.If performed in New Jersey, the base pay range is $198,044 - $316,356.U.S. National Base Pay Range: $156,700 - $290,900. Geographic differentials may apply in some locations to better reflect local market rates. This job is eligible for an annual incentive bonus. Base Pay Range in Ontario: $198,200 - $248,200 (CAD). This posting is for an existing vacancy. Application deadline is 12/05/2026.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.

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