SVP, BPO Contact Center Operations at TDS Global Solutions — NeverHard

Job DescriptionJob 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