Vice President, Operations
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Job Description
Vice President of Operations overseeing operations for InteLogix, focusing on performance, strategy, and client satisfaction. Leading a team of 2000+ across various regions to ensure service excellence.
Responsibilities:
- Lead and manage operations across multiple regions, geographies, and client programs, maintaining accountability for program performance, workforce health, and delivery outcomes.
- Establish, monitor, and continuously improve operational KPIs — including CSAT, FCR, AHT, QA scores, schedule adherence, attrition, and SLA compliance — across all assigned programs.
- Drive a culture of operational excellence and continuous improvement through data-driven decision-making, root cause analysis, and structured corrective action.
- Oversee P&L for the operational portfolio, managing budgets, workforce costs, and financial performance in alignment with organizational targets.
- Partner with Workforce Management and Finance to ensure staffing models, capacity plans, and cost structures support program growth and client commitments.
- Serve as the senior operational point of contact for key client relationships, ensuring satisfaction, proactive communication, and value delivery at every touchpoint.
- Lead executive-level business reviews, presenting performance data, improvement plans, and growth opportunities to client stakeholders.
- Identify and drive operational strategies that expand client relationships and support contract retention and renewal.
- Lead, mentor, and develop a multi-layered team of Directors, Senior Managers, Managers, and frontline supervisors across geographically distributed sites.
- Build and sustain a high-performance culture grounded in InteLogix's core values: Show Up, Engage with Care, Own It, Do Right, and Win as a Team.
- Partner with HR and Talent Acquisition to attract, develop, and retain top operational talent across all geographies.
- Drive succession planning and leadership pipeline development within the operations organization.
- Collaborate with Training & Quality, Technology, and Client Services teams to drive continuous improvement in service delivery and customer experience outcomes.
- Partner with the CRO and Sales leadership on new business implementations, transitions, and program ramps — ensuring operational readiness and seamless go-live execution.
- Identify opportunities to leverage automation, AI-assisted tools, and digital workflows to improve efficiency and reduce cost-to-serve.
- Travel to client sites, operational centers, and InteLogix locations domestically and internationally as required to maintain visibility and drive performance.
Requirements:
- Bachelor's degree in Business Administration, Operations Management, or a related field required.
- 10+ years of progressive operations leadership experience in a Business Process Outsourcing (BPO), contact center, or outsourced services environment.
- Minimum 5 years of senior leadership experience managing large, multi-site teams of 500+ employees; experience overseeing 1,500–2,500+ employees strongly preferred.
- Demonstrated experience managing operations across multiple geographies and/or international locations.
- Proven track record of leading complex, multi-client portfolios with accountability for SLAs, KPIs, client satisfaction, and P&L performance.
- Strong financial acumen, including experience managing budgets, workforce models, and cost structures in a service delivery environment.
- Exceptional client-facing communication and executive presence — comfortable leading senior-level business reviews and navigating complex client relationships.
- Ability and willingness to travel up to 50%, both domestically and internationally.
Benefits:
- Medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off (PTO) and paid company holidays
- Professional development and leadership growth opportunities
- Employee assistance program (EAP)
- Life and disability insurance
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