SVP, BPO Contact Center Operations
Tds Global Solutions· US - Executive Recruitment
About this role
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
- 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
- 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
Frequently Asked Questions
Is the salary disclosed for the SVP, BPO Contact Center Operations position at Tds Global Solutions?
The salary for this SVP, BPO Contact Center Operations role at Tds Global Solutions is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the SVP, BPO Contact Center Operations position at Tds Global Solutions located?
This SVP, BPO Contact Center Operations role at Tds Global Solutions is based in Saint John, New Brunswick, Canada. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the SVP, BPO Contact Center Operations role at Tds Global Solutions full-time or part-time?
This is listed as a Full time position. It is posted as a SVP, BPO Contact Center Operations role in the US - Executive Recruitment department at Tds Global Solutions.
Which team or department does the SVP, BPO Contact Center Operations at Tds Global Solutions belong to?
This SVP, BPO Contact Center Operations position is part of the US - Executive Recruitment department at Tds Global Solutions. See the full job description for more information about the team structure and responsibilities.
How do I apply for the SVP, BPO Contact Center Operations position at Tds Global Solutions?
Click the "Apply Now" button on this page. You will be redirected to Tds Global Solutions's official application portal hosted on workable where you can submit your application directly.
When was the SVP, BPO Contact Center Operations job at Tds Global Solutions posted?
This SVP, BPO Contact Center Operations position at Tds Global Solutions was posted on Jun 1, 2026. Apply as soon as possible — early applications are often reviewed first.
SVP, BPO Contact Center Operations
Tds Global Solutions
You'll be redirected to Tds Global Solutions's official application page on workable.