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
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Serve as the senior operational leader and strategic partner for key enterprise clients
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Build and maintain executive-level client relationships focused on long-term growth and retention
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Lead operational business reviews and performance discussions with stakeholders
Operational Leadership & Performance
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Lead large-scale contact center operations across multiple teams and functions
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Drive operational excellence through KPI management, workforce optimization, and process improvement initiatives
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Establish scalable operational frameworks and performance standards
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Identify operational risks and implement proactive solutions
Financial & Commercial Management
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Maintain ownership of operational budgets and overall P&L performance
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Manage forecasting, financial planning, revenue optimization, and cost controls
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Partner cross-functionally to ensure operational and financial alignment
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Develop strategic plans to support growth and profitability objectives
Leadership & Organizational Development
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Build, mentor, and develop high-performing operational leadership teams
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Foster a culture of accountability, collaboration, and continuous improvement
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Lead organizational planning, succession planning, and talent development initiatives
Strategic Growth
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Collaborate with executive leadership on long-term business strategy
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Support expansion initiatives, operational scaling, and new business opportunities
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Stay informed on emerging trends, technologies, and best practices within the CX/contact center industry
Requirements
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BPO / outsourced customer experience environments
Ideal Experience:
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10+ years of progressive leadership experience within contact center or BPO operations
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Proven success leading multi-site and/or large-scale customer operations environments
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Strong executive presence with experience managing enterprise client relationships
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Demonstrated P&L ownership and financial management expertise
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Experience leading operational transformation and performance improvement initiatives
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Strong analytical, organizational, and strategic problem-solving capabilities
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Exceptional communication and leadership skills
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Bachelor’s degree preferred
Preferred Experience
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Hospitality, telecommunications, technology, or service-based industries
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Scaling operations in fast-paced, growth-oriented organizations
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Multi-client operational oversight
Benefits
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Extended Healthcare Plan (Medical, Disability, Dental & Vision)
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RPP - Group RRSP
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Group Life - AD&D - Critical Illness Insurance
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Paid Time Off Benefits
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Work From Home - Flexible hours
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Employee Assistance Program - Counseling
