Head of Business Unit / Regional Delivery Lead

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Role Overview

The Head of Business Unit / Regional Delivery Leader is responsible for leading and optimizing delivery across the Americas (North and South), ensuring alignment with the global Value Stream strategy. This role drives operational excellence, financial performance, customer satisfaction, and people development while leading two core value streams: Consumer Engagement and Sales Performance.

Key Responsibilities

Strategy & Planning

• Partner with the Global Value Stream Vice President to define and execute the Value Stream strategy.
• Collaborate with the Global Solution Leader to shape and refine the solution value proposition.
• Define and deploy the annual Value Stream Operational Plan aligned with budget, including:
  • Project launches, extensions, and renewals.
  • Workforce demand and capacity planning.
  • Skills and competency development.
  • Attrition risk management.
  • Operational KPIs, service quality, and customer satisfaction targets.
• Cascade clear annual delivery objectives to Delivery Leaders, ensuring alignment with strategic priorities.

Operational Excellence & Delivery Management

• Lead and oversee delivery performance across the region, ensuring execution of the operational plan.
• Identify risks and implement mitigation strategies to achieve delivery and performance targets.
• Establish and maintain effective escalation mechanisms for operational and client-related risks.
• Drive continuous improvement initiatives in partnership with the Global Lean Leader.
• Ensure adoption of analytics tools to monitor KPIs, service quality, and performance outcomes.
• Define and enforce operational excellence standards, workflows, and SOPs.
• Ensure compliance with company policies, procedures, and governance frameworks.

Financial Management

• Oversee budget and forecasting in collaboration with the Value Stream Finance Director.
• Monitor financial performance and implement corrective actions to meet revenue and margin targets.
• Ensure adherence to financial planning cycles and Delegation of Authority (DoA) policies.

Customer & Commercial Enablement

• Monitor customer satisfaction at value stream, client, and project levels.
• Support sales activities by providing delivery expertise in requirements gathering, scope definition, costing models, and pricing.
• Ensure effective management of contract renewals and extensions in line with sales processes.

Leadership & People Development

• Lead, coach, and develop Delivery Leaders to drive high performance and accountability.
• Ensure execution of Performance Development Dialogues (PDD) and People Development Plans (PDP).
• Build a strong talent pipeline and foster a culture of continuous improvement and engagement.

Education & Experience

• Bachelor’s degree in Business, Operations Management, or a related commercial field; Master’s preferred.
• Minimum 8 years of experience in delivery operations, program leadership, or value-stream management within a global organization.
• Sector Expertise: Strong experience working within the Automotive industry and their retail network (required)
• Service Delivery Focus: Must have a proven track record in retail-sector operations (specifically consumer engagement, sales performance, or large-scale BPO/Service Delivery).
• Proven experience managing regional or multi-country delivery operations across North and South America.
• Demonstrated experience with financial oversight, including budgeting and forecasting.

Technical & Operational Skills

• Deep understanding of value-stream strategy, service delivery frameworks, and operational excellence.
• Ability to develop and deploy operational plans including workforce planning and KPI frameworks.
• Solid understanding of contract management, renewals, and client engagement processes.

Leadership & Customer Focus

• Proven ability to foster a culture of accountability and operational discipline.
• Strong communication and stakeholder-management skills, especially with executive-level clients.
• Track record of driving high customer satisfaction and implementing corrective actions.

Other Requirements

• Ability to travel regionally and internationally as needed.
• Fluency in English required; Spanish or Portuguese is a plus given the regional scope.

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.