Vice President of Operations

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

IntouchCX is seeking a Vice President of Operations to be the face of our campuses, including hiring, training, quality control, reporting and client services. We’re looking for a leader who can collaborate with our global leadership teams to provide support and guidance to multiple client accounts.

The ideal candidate will have a performance-driven mindset and a passion for delivering extraordinary results for our clients. Experience managing a contact center with large call and interaction volumes is an asset.

As Vice President of Operations, You Will…

Collaborate with various departments and leaders in the development and implementation of strategic plans

Manage and drive results for Service Delivery Operations and performance optimization through client-specific internal KPIs and financials

Direct and audit to ensure adherence to corporate policies and processes, while honoring client-specific policies & processes

Support and drive the IntouchCX culture within their teams and at our campuses

Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations

Drive initiatives resulting in positive improvements in margins and the strengthening of enterprise value

Build and develop a world class Operations team, including: providing mentoring, rigorous training, development planning for team members, as well as succession planning

Drive best practices in all areas of responsibility

Maintain close auditing cadence through reporting, observations, and personal contact

Motivate and inspire teams, while building trusting relationships throughout the organization

Work directly with Operations Workforce Optimization teams to deliver client staffing requirements

As Vice President of Operations, You Have…

10+ years of contact center experience in a senior leadership role with full P&L responsibility

High school diploma or equivalent required

Completion of postsecondary education preferred

Previous experience in business process outsourcing is required

Proficient in the use of Microsoft Office

Experience with the Google Suite of products is desired

Strong verbal and written communication skills

Proven tactical and strategic management skills

Strong analytical, problem solving and decision making skills

Results driven, able to focus on organizational growth and financial performance

Ability to be creative, transparent and adaptive in a constantly changing environment

IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.

Benefits of Working as a Vice President of Operations…

Industry-leading medical, vision, and dental benefit plans + paid time off benefits

Amazing career growth opportunities