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SVP, Operations

PH - Remote

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Job Description Job Attributes+

  • Job ID

    25576089

  • Req ID

    CORP02224

  • Job Type

    Full Time

  • Job Location

    PH - Remote

Senior Vice President, Operations

Our Senior Vice President, Operations supports all call center sites in a designated region. You will be tasked with improving site profitability while protecting existing market share and supporting operational performance via managing KPI's and creating a platform for our future growth.  A main component of this role is identifying and developing high potential leaders within the organization.  Advocates for brand protection, including compliance and security, and reinforces ResultsCX operating model.

In this role you will:
  • Manage a team of Vice Presidents, Senior Directors, Directors and other Operations roles to foster teamwork and cooperation among the site/account operations and corporate departments
  • Maintain effective team and interpersonal relationships across all functional groups in the organization
  • Establish clearly defined targets for operational success
  • Provide continual communication and coordination of functional activities to departments so that external and internal targets are exceeded
  • Strategize with Account Operations Leaders on strategic account plans driving overall performance for the organization
  • Increase profitability and payroll margins in your region
  • Improve overall site KPI attainment, regional cost to acquire
  • Assess, hire, promote, and develop a strong team within operations organization and maintain a virtual bench for all key positions and a succession plan for your role
  • Identify and escalate threats appropriately, responding to reputational risks within the sites or partnerships
We are looking for someone with:
  • Minimum 12 years progressive management and successful leadership of operational teams.
  • Bachelor’s Degree in Business, Finance, or related field of study
  • Strong financial and strategic planning experience
  • Call center, BPO or other direct marketing experience
  • Understands the business to accomplish goals in a timely, productive and fiscally responsible manner
  • Ability to grasp concepts and effectively communicate them to the teams
  • Strong verbal and written communication skills as well as detailed-oriented
  • Ability to work effectively in a constantly changing environment
About ResultsCX:

ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

Results-CX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

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