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: • 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 Apply tot his job