Senior Vice President Global Operations
- Full-time
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 :
Key Skills / Competencies :
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