Business Unit Leader at In Touch — NeverHard

About the Job We are looking for a Business Unit Leader who will help our partners 'level up' their customer experience by combining creative, innovation-led strategy with the operational grit to execute, turning every interaction into a measurable driver of business growth. Our company is a global leader in customer experience that acts as a strategic extension of our partners, blending deep ecosystem immersion with innovative, data-backed solutions to drive real-world business transformation. This role offers the unique chance to own and scale a critical, high-growth global client program in the commerce space. You will be at the intersection of strategy and operations, moving beyond advising to executing and building, alongside a client that is changing the way their industry operates, in an exciting fast-paced environment. If you are looking for a platform to translate hard work into global impact and true business unit ownership, this is it. As Business Unit Leader, You Will… Strategic Client Partnership: Serve as the trusted, day-to-day advisor to executive stakeholders. Translate high-level business goals into actionable roadmaps and structured remediation plans. Business Diagnosis & Insight: Immerse yourself in the client’s ecosystem. Dig into data to identify bottlenecks, uncover growth opportunities, and execute data-driven solutions. Operational Ownership: Take end-to-end accountability for delivery, quality, and financial performance. Lead cross-functional teams to drive transformation and meet aggressive KPI targets. Growth Orientation: Proactively expand program scope. Partner with teams to integrate Automation, AI, and technical solutions to drive measurable revenue and operational efficiency. As Business Unit Leader, You Need… Post-secondary degree, or certificate, with a focus in a related discipline 10+ years of contact center experience in a senior leadership role with full P&L responsibility Cognitive Agility: Ability to master new business models rapidly and think clearly under pressure. Consultant Mindset / Operator Hustle: You combine structured problem-solving with the grit to execute in the trenches. EQ & Influence: Exceptional stakeholder management; you build trust, navigate complex dynamics, and challenge constructively. Growth Mindset: Motivated by setting, hitting, and exceeding ambitious targets.