Job Description

Job Description

Location:

North America

About the Role:

We are seeking a dynamic and experienced senior operations leader to oversee global contact center operations and drive digital transformation initiatives . This role is responsible for end-to-end P&L management , operational excellence, client satisfaction, and innovation across multi-geo delivery centers.

The ideal candidate will have deep expertise in contact center management , customer experience (CX) , business process outsourcing (BPO/BPM) , and technology-driven process improvement .

This is a strategic leadership role for a VP/SVP-level professional who can lead large teams, manage multimillion-dollar portfolios, and deliver measurable improvements in efficiency, revenue, and customer satisfaction.

Key Responsibilities:

• Lead global contact center operations across multiple delivery locations.
• Own full P&L responsibility , driving revenue growth, cost optimization, and EBITDA improvement.
• Implement digital transformation programs leveraging AI, automation, and analytics to modernize CX.
• Ensure delivery of KPIs, SLAs, and client satisfaction metrics through lean and efficient operational models.
• Build, mentor, and scale high-performing teams across multiple geographies.
• Drive business growth through new logo acquisition, cross-sell opportunities, and expanded service offerings.
• Collaborate with senior leadership to define operational strategy, governance, and transformation initiatives .
• Introduce innovative tools and automation to improve process efficiency, employee experience, and customer satisfaction .

Required Qualifications:

• 20+ years of leadership experience in BPO/BPM, contact center operations, or global operations .
• Proven track record of P&L management for multi-million-dollar portfolios.
• Experience managing large, distributed teams (5,000+ FTEs globally).
• Deep knowledge of digital transformation, automation (RPA/AI), CX optimization, and operational excellence .
• Strong stakeholder management, client engagement, and governance experience.
• Experience in industries such as Telecom, BFSI, Healthcare, Utilities, and Technology preferred.

Key Skills / Competencies:

• Global Operations Leadership
• Contact Center Management
• P&L Ownership / Financial Management
• Digital Transformation & Automation (AI / RPA)
• Customer Experience (CX) Strategy
• Process Improvement & Lean Six Sigma
• Client Relationship Management
• Team Leadership & Talent Development
• Strategic Planning & Execution
• Cross-Functional Collaboration

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