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Islam Hassem

@islamhassem

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Director of Global Operations driving AI-enabled growth, P&L performance, and scalable delivery.

Egypt

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What I'm looking for

I’m looking for a Director-level role where I can own P&L, scale global operations, and lead AI-enabled digital transformation across BPO/CX/HealthTech—partnering with leadership on growth strategy, building high-performing teams, and delivering measurable ROI with strong compliance.

I’m a Director of Global Operations and Growth with 11+ years of progressive leadership, transforming complex service organizations into scalable, profitable delivery engines. I architect commercial and operational “from zero” capabilities at the same time—owning P&L outcomes while building the technology, CX, and compliance foundation required to scale across geographies.

In my current role, I lead a multi-vertical services portfolio (BPO, CX, HealthTech), with $18M P&L ownership and $25M pipeline governance across a 1,000+ FTE footprint in US, Egypt, Philippines, and Saudi Arabia. I built commercial technology infrastructure (Genesys + Zoho CRM via API), implemented AI-driven lead scoring and automated qualification workflows, and commercialized AI deployment to improve billing, AHT, productivity, and CSAT—while generating $5M new ARR in 12 months and compressing sales cycles from 120 to 60 days.

Previously as General Manager for a HealthTech platform, I led product lifecycle and clinical operations across 18 US healthcare institutions, delivering 351% net profit growth and 525% total MRR growth. Earlier at Teleperformance, I turned around a cold-launch logistics account from zero to 500+ FTEs and an $11M+ P&L, transforming NPS from -2 to +16 while achieving strong gross margin, productivity lift, and zero compliance breaches (GDPR/PCI DSS). I’m known for building high-performing teams, applying Lean Six Sigma and COPC frameworks, and operating with disciplined governance (HIPAA, GDPR, PCI DSS) to deliver measurable results.

Experience

Work history, roles, and key accomplishments

Current

Director, Global Operations

Current

Centro

Mar 2022 - Present (4 years 3 months)

Owned $18M+ P&L and governed a $25M+ commercial pipeline across a 1,000+ FTE portfolio in four countries. Built AI-enabled commercial infrastructure integrating Genesys with Zoho CRM via APIs, improving billing per agent (+10%), reducing AHT (-7%), increasing productivity (+7%), and lifting CSAT (+5%), while generating $5M new ARR in 12 months.

P&L management Genesys Zoho CRM API Integration QA Call Recording & Scoring Workforce Management

Operations Manager

Teleperformance

Jun 2017 - Feb 2022 (4 years 8 months)

Launched a flagship logistics account from zero, scaling to 500+ FTE and $11M+ P&L in 18 months. Improved NPS from -2 to +16 (#1 across 16 international sites), increased productivity by +29% and reduced customer escalations by -50%, while maintaining 57% gross margin and zero GDPR/PCI DSS compliance breaches.

Operations Leadership Contact Center Operations NPS GDPR Compliance PCI DSS Workforce Management Productivity Customer Escalation

Energy Management Engineer

L'Oréal

Jun 2015 - Jun 2016 (1 year)

Reduced plant energy consumption by 18%, influencing $3 million in investments to maintain sustainable energy practices.

Energy Management Energy Efficiency Sustainability Initiatives Renewable Energy Engineering Process Optimization

General Manager

TrueBlue MD

Led P&L, product roadmap, clinical operations, customer success, CX design, and commercial strategy for a HealthTech platform serving 3,500+ patients across 18 US healthcare institutions. Drove 351% net profit growth and 525% total MRR growth ($40K to $250K), delivered iOS/Android applications, and maintained 96% CSAT, 64+ NPS, and <2% involuntary churn with zero HIPAA compliance breaches.

& Customer Success HIPAA compliance CX Architecture Lean Six Sigma Dialer Optimization

Senior Global Operations Manager

TrueBlue MD

Delivered 127% revenue growth and improved workflow speed by 43% through Lean methodologies while reducing operational costs by 27% via vendor optimization and SOP design. Implemented KPI dashboards and OKR methodology, built SLA governance and contingency protocols, reduced delivery delays by 37%, and increased contractor productivity by +18% to +35%.

KPIs OKRs SLA Delivery Logistics Redesign Performance Management