SVP of Operations to COO

Our client is a growing provider of customer experience and business process outsourcing solutions, delivering high-quality support across multiple industries. They combine operational excellence with a people-first approach to help organizations enhance customer engagement, improve efficiency, and scale effectively. A strong commitment to integrity, accountability, and continuous improvement drives their culture and long-term partnerships. 

The SVP to COO oversees the company’s business operations to ensure our client has effective operational procedures in place. Will optimize the client's operating capabilities, employ strategies to maximize customer satisfaction and provide a Better, Faster, and More Efficient Solution to existing clients. and employ strategies to safeguard assets and stock.

Key Responsibilities:

• Collaborate with President in setting and driving organizational vision, operations strategy, and hiring levels
• Translate strategy into actionable steps for growth, implementing organization-wide goal setting, performance management, and annual operations planning
• Leader in process improvement and efficiency; by identifying opportunities for streamlining processes and improving efficiency to enhance customer satisfaction and reduce costs
• Evaluates and implements appropriate technologies to support call center operations and improve service delivery
• Oversee company operations and employee productivity, building a highly inclusive culture that ensures team members can thrive and that organizational goals are met
• Ensure effective recruiting, onboarding, professional development, performance management, and retention
• Ensure compliance with national and local business regulations, and take appropriate action when necessary
• Analyze internal operations and identify areas for process enhancement
• Implement business strategies and plans that align with the short- and long-term objectives developed in tandem with President
• Oversee operations and partner with President in sales management so that sufficient investment capital can be budgeted for near-term growth targets
• Manage capital investments and expenses aggressively to ensure that the company achieves investor targets for growth and profitability
• Build and maintain trusting relationships with key customers, clients, partners, and stakeholders

Requirements

• Bachelor’s degree, Masters preferred
• 15+ years of contact center, multi-national experience
• 5+ years in contact center executive leadership experience
• Extensive near shore and Philippines knowledge of operational processes
• Significant experience in driving change management and influencing organizational culture and outcomes                
• C-Suite level presentation experience
• Extensive experience building, leading, retaining and engaging successful teams

Technical Skills

• Usage of MS Office
• Proven track record for managing complex budgets successfully
• Power BI Tool
• Project Management