Top Benefits
About the 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
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
Not the right fit? Search for SVP, BPO Contact Center Operations jobs in Saint John
About TDS Global Solutions
Welcome to our Linkedin page! TDS Global Solutions (formerly TeleDevelopment Services Inc.) has established key partnerships with other companies and organizations beyond the IT-BPM industry. It has spent decades providing outsourcing solutions, consulting services, training and development programs, executive search and recruitment, and managed services for crucial departments of BPM operations. Now, TDS serves global clients and various industries.
Long-Form Description:
TDS Global Solutions (formerly TeleDevelopment Services Inc.) began operations 28 years ago as a global IT-BPM and contact center support services company. It maintains offices in the United States and the Philippines, where it also operated for the last 15 years. TDS assists its clients to plan, manage, and succeed in achieving their global growth objectives since 1991. Now, TDS serves global clients and various industries, including finance and fintech, healthcare information management, retail and manufacturing, airline and hospitality, even governments and academe.
As a pioneer in the international contact center and BPM/BPO industry, TDS has played a key strategic role in the establishment and growth of more than 750 leading corporate and BPM/BPO organizations around the world. The company’s long and deep-rooted experience in the BPO sector has created many long-lasting partnerships with captive businesses and outsourced service providers alike, all of whom have benefited from the wide range of industry-related services TDS provides.
Similar Jobs
Top Benefits
About the 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
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
Not the right fit? Search for SVP, BPO Contact Center Operations jobs in Saint John
About TDS Global Solutions
Welcome to our Linkedin page! TDS Global Solutions (formerly TeleDevelopment Services Inc.) has established key partnerships with other companies and organizations beyond the IT-BPM industry. It has spent decades providing outsourcing solutions, consulting services, training and development programs, executive search and recruitment, and managed services for crucial departments of BPM operations. Now, TDS serves global clients and various industries.
Long-Form Description:
TDS Global Solutions (formerly TeleDevelopment Services Inc.) began operations 28 years ago as a global IT-BPM and contact center support services company. It maintains offices in the United States and the Philippines, where it also operated for the last 15 years. TDS assists its clients to plan, manage, and succeed in achieving their global growth objectives since 1991. Now, TDS serves global clients and various industries, including finance and fintech, healthcare information management, retail and manufacturing, airline and hospitality, even governments and academe.
As a pioneer in the international contact center and BPM/BPO industry, TDS has played a key strategic role in the establishment and growth of more than 750 leading corporate and BPM/BPO organizations around the world. The company’s long and deep-rooted experience in the BPO sector has created many long-lasting partnerships with captive businesses and outsourced service providers alike, all of whom have benefited from the wide range of industry-related services TDS provides.