About the Company
Cloud5 Communications delivers exceptional customer experiences through managed IT services (MSP) and innovative High-Speed Internet / network managed services, cloud-based telephony solutions, and contact center services for the hospitality industry. We combine cutting-edge technology with hospitality expertise to help the world's leading brands deliver outstanding guest experiences.
Position Summary
The Senior Vice President and General Manager, Contact Center is accountable for leading, shaping, and scaling all operational activities for a major program division within the organization. This executive will design and execute strategies that ensure operational excellence, financial performance, and long‑term organizational growth. The SVP & GM partners closely with senior leaders across all departments, providing strategic, operational, and commercial guidance. This role serves as the primary executive interface for a portfolio of key clients and is ultimately responsible for delivering superior program performance, client satisfaction, and business results.
What You’ll Do (Essential Responsibilities)
Executive client leadership — Serve as the daily empowered point of contact for senior client stakeholders
Business performance management — Own achievement of all business KPIs and development of strategic business plans
Large‑scale team leadership — Lead a growing organization of 300+ managers, team leads, and agents generating over $17M USD in annual revenue
Contract and financial oversight — Maintain deep subject‑matter expertise in client contracts, compensation structures, and invoicing
Operational excellence — Oversee day‑to‑day operations and ensure efficient, scalable processes
Strategic operations design — Define and implement operational strategy, organizational structure, and process frameworks
Budgeting and P&L ownership — Lead quarterly and annual budgeting processes and manage full P&L accountability
Performance optimization — Monitor performance, identify efficiency gaps, and implement proactive solutions
Cross‑functional collaboration — Coordinate operational support from internal business functions
Leadership development — Interview, hire, train, and mentor the operations management team
Executive reporting — Provide regular performance updates to the senior executive team
Continuous improvement — Drive ongoing operational enhancements in partnership with Site Leadership
Strategic growth planning — Collaborate with senior leadership to develop and execute long‑term growth strategies
Client relationship expansion — Establish and grow strong relationships with multiple senior client stakeholders
Industry intelligence — Stay abreast of industry trends and share insights with internal teams
Team development — Mentor leaders to maximize team performance and leverage individual strengths
Revenue optimization — Identify and execute opportunities to expand revenue
The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.
Qualifications
Bachelor’s Degree in business or related field
5–10 years of senior Contact Center operational leadership experience
Clear Criminal Abstract
Advanced analytical and problem-solving capabilities
Demonstrated project and budget management expertise
Direct client service and executive-level relationship management experience
Exceptional written and verbal communication skills
Extensive understanding of contact center operations and industry dynamics Knowledge of emerging trends and best practices
Multi-team and multi-site leadership experience
P&L ownership experience
Proven ability to build, mentor, and inspire high-performing teams
Solutions-focused leadership approach
