Senior Vice President Global Operations

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 :

Key Skills / Competencies :