Inside the Role
Operations Compliance and Data Regional Liaison supports the oversight of service center performance across multiple regions, including third-party vendor operations in Canada and internal Service Center operations in Mexico.
This role combines contact center operations experience with strong analytical skills to support the development, monitoring, and continuous improvement of key performance indicators (KPIs), service levels, and compliance standards. The position partners with U.S. leadership and international teams to help drive consistent execution, performance visibility, and operational improvement across service channels.
Posting Information
We provide a scheduled posting end date to assist our candidates with their application planning. While this date reflects our latest plans, it is subject to change, and postings may be extended or removed earlier than expected.
We Take Care of Our Team
What You Drive at DTFS
1. Multi-Country Service Center Leadership & Performance
- Lead and oversee service center operations across the U.S., Canada, and Mexico, including internal teams and contracted vendor partners
- Own the KPI and SLA framework (e.g., service levels, average handle time, quality, productivity, compliance, customer experience) and hold site leaders and vendors accountable for results
- Set consistent performance standards across all regions and vendors so that North America leadership sees one clear, accountable view of performance
- Direct site and vendor leaders on fixing performance gaps, and drive improvement plans through to measurable results
2. Vendor Management & Governance
- Serve as the accountable owner for contracted service center vendors, managing performance against contractual SLAs and service expectations
- Lead regular vendor business reviews and scorecards, and escalate issues when commitments aren't met
- Partner with Procurement and Legal on vendor contract terms, renewals, and changes to scope
- Make sure vendor-managed operations follow the same quality, compliance, and process standards as internal teams
3. Performance Insights & Executive Reporting
- Set the direction for service center reporting and dashboards, and own the integrity of KPI data across all sites and vendors
- Turn operational data into strategic recommendations that identify trends, risks, and opportunities across countries
- Deliver regular, structured performance updates and recommendations to North America leadership
- Use data to prioritize investments, staffing decisions, and improvement initiatives
4. Process Integration & Service Transition Leadership
- Lead cross-border process transitions between service centers (e.g., Canada to Mexico), including planning, readiness, and stabilization
- Own the standard operating procedures (SOPs) so that execution is consistent across sites and vendors
- Lead cross-functional work with Operations, IT, Risk, and Compliance to deliver process improvements and integration activities
- Champion continuous improvement focused on efficiency, scalability, and consistency
5. Compliance & Quality Oversight
- Make sure all sites and vendors meet regulatory requirements in each country, including Canadian standards (e.g., PIPEDA, provincial regulations)
- Own the quality assurance program across internal and vendor-managed contact center operations
- Lead remote and in-person audits of sites and vendors, and drive corrective actions to closure
- Partner with training teams so that materials meet operational, quality, and compliance expectations in every region
6. Cross-Regional Leadership & Stakeholder Alignment
- Act as the primary leadership link between U.S. leadership, international service centers, and vendor partners
- Align priorities, expectations, and accountability across countries, cultures, and time zones
- Build trusted relationships with site leaders, vendor executives, and cross-functional partners to drive consistent results
Knowledge You Should Bring
- Bachelor's degree required; MBA or advanced degree in Management or a related field preferred
- 7–10 years of experience in contact center or service center operations, including multi-site or multi-country environments
- 3+ years of leadership experience, including managing leaders, remote teams, or outsourced/BPO vendor partners
- Proven experience managing vendor performance against contractual SLAs and KPIs
Technical Skills:
- Strong data analysis and reporting skills (Excel, Power BI, or similar tools)
- Ability to turn complex data into strategic recommendations for senior leadership
Subject Matter Knowledge:
- Deep understanding of service center operations, performance drivers, and workforce management
- Familiarity with international regulatory requirements (Canada and Mexico preferred)
Communication:
- Executive-level verbal and written communication skills, with the ability to influence across teams, vendors, and countries
- Experience leading global teams; Spanish language skills strongly preferred
Core Competencies
- Operational Leadership: Leads multi-country, multi-vendor operations with clear accountability for results
- Vendor Management: Holds outsourced partners accountable while building productive, long-term relationships
- Strategic & Analytical Thinking: Uses data to set direction, prioritize, and drive decisions
- Accountability: Owns outcomes, not just deliverables, and follows through on commitments
- Continuous Improvement: Drives process improvements that scale across regions and vendors
- Influence & Collaboration: Aligns stakeholders across functions, cultures, and time zones
- Executive Presence: Represents service center performance credibly to senior leadership
Where We Work
This position is open to applicants who can work in (or relocate to) the following location(s)-
Charlotte, NC US. Relocation assistance is not available for this position.
Schedule Type:
Hybrid (4 days per week in-office / 1 day remote). This schedule builds our #OneTeamBestTeam culture, provides an unparalleled customer experience, and creates innovative solutions through in-person collaboration.
Daimler Truck Financial is the captive financial services provider for the Daimler Trucks North America family of commercial vehicle products, including Freightliner Trucks, Western Star, SelecTrucks, Sprinter Vans, Thomas Built Buses and Fuso. We have specialized in financing commercial vehicles for more than 40 years. This proven experience gives us critical insights into helping businesses overcome challenges unique to the trucking industry. Additionally, we offer a range of financing solutions that can be customized to meet each individual business's needs, from owner-operators to large fleet managers and nearly every venture in-between.
To achieve our goal of being the first-choice provider of vehicle financial products and services that support our brands, dealers and customers, we are looking for talented, diverse and inspired people with the skills, experience and innovative spirit to provide a first-class experience at every turn. We are committed to providing a great workplace environment that fosters a culture of openness, support and camaraderie. Our employee programs and benefits are reflective of our values and are designed to promote growth, balance and wellness in many aspects of your career and life.
Additional Information
Applicants must be legally authorized to work permanently in the country of posting
Final candidate must successfully complete a criminal background check
Contractors, professional services, or other contingent workers should confirm with their local agency if they are eligible to apply for FTE positions
EEO - Disabled/Veterans
Daimler Truck Financial Services is committed to workforce inclusion and providing an environment where equal employment opportunities are available to all applicants and employees without regard to race, color, sex (including pregnancy), religion, national origin, age, marital status, family relationship, disability, sexual orientation, gender identity and expression (including transgender and transitioning status), genetic information, or veteran status.
For an accommodation or special assistance with applying for a posted position, please contact our Human Resources department at 503-745-8982 or toll free 800-206-3369. For TTY/TDD enabled call 503-745-2137 or toll free 866-355-6935
