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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