SVP, BPO Contact Center Operations (Toronto)

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 - Solid 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 Apply on Kit Job: kitjob.ca/job/2nxn15