Head of Operations

The VP – Voice Operations is responsible for driving operational excellence, profitability, and client satisfaction across large-scale voice programs. You will manage senior leaders, own the P&L, and ensure KPIs are consistently met or exceeded.

About the Role

The VP – Voice Operations is responsible for driving operational excellence, profitability, and client satisfaction across large-scale voice programs. You will manage senior leaders, own the P&L, and ensure KPIs are consistently met or exceeded.

Key Responsibilities

• Lead ~800–2,000 FTEs across multiple customer service, sales, or tech support programs
• Build and mentor a strong leadership pipeline (Directors, Senior Managers, Ops Managers)
• Own P&L accountability : cost control, revenue optimization, and margin delivery
• Partner with clients and internal stakeholders to ensure SLA commitments are met
• Introduce process improvement, automation, and digital adoption initiatives
• Represent operations leadership in client reviews, QBRs, and governance meetings

Must-Have Qualifications

Good-to-Have

Why Join Us

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