SVP, BPO Contact Center Operations
Posted about 2 months ago
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
TDS Global Solutions is an independent advisory and consulting firm helping organizations optimize outsourcing, executive recruitment, AI transformation and M&A strategy. As a vendor-neutral partner, they deliver data-driven insights, measurable cost savings and global operational excellence.
Key team members
Mamie Rudd
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