Operational Pressure on Customer Operations Drives Global Expansion at The Functionary

As companies struggle to staff in-office customer operations while adopting AI, demand is accelerating for governed nearshore delivery centers globally.

DALLAS, Feb. 10, 2026 /PRNewswire/ -- Customer operations teams are facing mounting pressure. AI adoption is increasing operational complexity. Customer expectations continue to rise. At the same time, return-to-office mandates are exposing staffing gaps in customer support roles that have historically seen high turnover and limited in-office talent availability.

These conditions are directly driving global expansion at The Functionary, a provider of customer experience, business operations, and digital delivery services. The company is expanding its nearshore and offshore delivery footprint to meet rising demand for governed, in-office, time-zone-aligned operations that deliver consistent quality at scale.

Why Expansion Is Necessary Now

Companies are not constrained by lack of technology or intent. They are constrained by operating models that were not designed for constant change. AI introduces new workflows, exceptions, and oversight requirements. Internal teams are stretched managing hiring, training, quality assurance, and coverage at the same time.

Return-to-office policies have intensified these pressures. Many companies want the control, and accountability of in-office operations but struggle to hire and retain on-site customer support talent domestically. As a result, leaders are turning to partners that can deliver in-office teams without rebuilding internal centers. Clients are increasingly looking for Centers of Excellence (COEs) delivered by strategic partners that can adapt as business needs change.

"What we are seeing is not a temporary shift," said Sam Darwish, founder and CEO of The Functionary. "Companies are redesigning how customer operations work. They want structure, accountability, and the ability to scale without losing control. That is why we are expanding."

Expanded Global Delivery Footprint

The Functionary's expansion focuses on locations that support in-office delivery, strong talent pipelines, and alignment with client time zones and regulatory needs, particularly for companies responding to return-to-office requirements.

Current and planned delivery centers include:

• Manila, Philippines: Opening May 2026. 500 plus seat capacity supporting healthcare and regulated customer operations.
• Delhi, India: Planned expansion of approximately 200 seats. Supporting in-country service delivery.
• Mexico City, Mexico: 250+ seat delivery center.
• Medellín, Colombia: 200+ seat delivery center.
• San Salvador, El Salvador: 450+ seats.
• Greece: Planned 2027 location to support onshore European requirements.

Support offices in Buenos Aires, São Paulo, Casablanca, and Cairo provide recruitment, HR, IT, and operational governance, enabling consistent delivery and redundancy across regions.

A Governed Model Built for Stability

The Functionary operates an all-shore delivery model that blends nearshore and offshore teams with centralized quality assurance and AI-assisted monitoring. Teams are embedded into client operations and operate from shared playbooks and metrics. This approach enables full interaction coverage while maintaining human oversight and accountability.

Recent Net Promoter Score (NPS) results show that 82 percent of clients rate satisfaction at 9 or 10, with fewer than 5 percent detractors. Full results available here.      

About the Functionary

The Functionary is a global outsourcing and technology solutions provider supporting customer service operations, software engineering, and artificial intelligence (AI) automation for clients worldwide. The company delivers customized services across more than 19 countries through nine delivery hubs, employs more than 1,600 people globally, and maintains 97% SLA delivery and 98% client retention. Recognized on the 2025 Inc. 5000 list for the third consecutive year and named a 2025 Bronze Stevie Award winner for Fastest Growing Company, The Functionary partners with organizations including Amazon, McGraw Hill, Gallo, SimplePractice, Sony, Connection, CSC, Insight, Denali Advanced Integration, and Scale Computing.

Media Contact
Heather Peyton, CMO, The Functionary
[email protected] 

SOURCE The Functionary