SVP, BPO Contact Center Operations

Our Client is a rapidly growing customer experience and contact center organization, seeking an accomplished Senior Vice President of Operations to lead a large-scale business unit supporting enterprise clients across North America. This executive will play a critical role in shaping operational strategy, driving client success, improving organizational performance, and scaling operations for long-term growth. The ideal leader is highly commercial, operationally disciplined, client-facing, and experienced in leading large contact center environments with full P&L ownership.

Executive Client Leadership

• Serve as the senior operational leader and strategic partner for key enterprise clients
• Build and maintain executive-level client relationships focused on long-term growth and retention
• Lead operational business reviews and performance discussions with stakeholders

Operational Leadership & Performance

• Lead large-scale contact center operations across multiple teams and functions
• Drive operational excellence through KPI management, workforce optimization, and process improvement initiatives
• Establish scalable operational frameworks and performance standards
• Identify operational risks and implement proactive solutions

Financial & Commercial Management

• Maintain ownership of operational budgets and overall P&L performance
• Manage forecasting, financial planning, revenue optimization, and cost controls
• Partner cross-functionally to ensure operational and financial alignment
• Develop strategic plans to support growth and profitability objectives

Leadership & Organizational Development

• Build, mentor, and develop high-performing operational leadership teams
• Foster a culture of accountability, collaboration, and continuous improvement
• Lead organizational planning, succession planning, and talent development initiatives

Strategic Growth

• Collaborate with executive leadership on long-term business strategy
• Support expansion initiatives, operational scaling, and new business opportunities
• Stay informed on emerging trends, technologies, and best practices within the CX/contact center industry

Requirements

• BPO / outsourced customer experience environments

Ideal Experience:

• 10+ years of progressive leadership experience within contact center or BPO operations
• Proven success leading multi-site and/or large-scale customer operations environments
• Strong executive presence with experience managing enterprise client relationships
• Demonstrated P&L ownership and financial management expertise
• Experience leading operational transformation and performance improvement initiatives
• Strong analytical, organizational, and strategic problem-solving capabilities
• Exceptional communication and leadership skills
• Bachelor’s degree preferred

Preferred Experience

• Hospitality, telecommunications, technology, or service-based industries
• Scaling operations in fast-paced, growth-oriented organizations
• Multi-client operational oversight

Benefits

• Extended Healthcare Plan (Medical, Disability, Dental & Vision)
• RPP - Group RRSP
• Group Life - AD&D - Critical Illness Insurance
• Paid Time Off Benefits
• Work From Home - Flexible hours
• Employee Assistance Program - Counseling