# SVP, BPO Contact Center Operations

> TDS Global Solutions · Saint John, Canada · Full-time · Posted 2026-05-21

**Workplace:** on_site

**Department:** CLC-087

## Description

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

## Apply

[Apply at TDS Global Solutions](https://apply.workable.com/tds-global-solutions/j/12AB07F167/apply)

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