SVP - Operation

The Senior Vice President (SVP) - Voice Business will be responsible for overseeing the strategic direction, growth, and profitability of the Voice Line of Business (LOB), including customer service, helpdesk operations, and related voice-driven services. This executive will focus on expanding the client base, optimizing service delivery, and driving revenue growth through innovative solutions, business development, and an effective go-to-market (GTM) strategy. The SVP will collaborate closely with leadership to achieve the company's business objectives and ensure the voice business aligns with broader organizational goals. Key Responsibilities: Strategic Leadership: - Define and implement a comprehensive strategy for the Voice LOB, including helpdesk operations, focusing on growth, operational efficiency, and customer satisfaction. - Develop and execute business plans that align with corporate objectives, driving expansion and increased profitability. - Monitor industry trends and competitor activities to identify growth opportunities and stay competitive. Business Development & Revenue Growth: - Lead efforts to identify and secure new business opportunities, particularly in voice-driven services such as helpdesk, customer support, and technical assistance. - Build and maintain relationships with potential clients, partners, and stakeholders to expand the business portfolio. - Drive top-line growth by diversifying services and offerings in the Voice LOB. - Support sales through "farming" & "hunting" strategies (nurturing existing customers & acquiring new ones) Go-to-Market (GTM) Strategy: - Develop and execute a go-to-market (GTM) strategy for the Voice LOB, ensuring the successful launch of new services and solutions. - Collaborate with sales, marketing, and product teams to ensure alignment and readiness for market entry. - Analyze market needs and customer pain points to position the company's voice and helpdesk offerings as industry-leading solutions. - Create compelling value propositions and messaging to attract and convert potential customers. - Develop pricing strategies, promotional plans, and sales enablement tools to drive effective market penetration and revenue growth. Operations Management: - Oversee daily operations of the Voice LOB, ensuring service excellence and efficient delivery of services. - Continuously improve operational processes, including workforce optimization, technology utilization, and quality control. - Ensure that the helpdesk services meet industry standards and client expectations, focusing on KPIs such as first-call resolution, customer satisfaction, and operational costs. Team Leadership & Development: - Build, lead, and mentor a high-performing team of professionals across various levels in the voice and helpdesk operations. - Foster a culture of innovation, accountability, and continuous improvement. - Identify skill gaps and provide opportunities for employee development to build capabilities in line with business growth. Client Relationship Management: - Act as the primary point of contact for key clients in the Voice LOB, ensuring strong client relationships and addressing any service or performance concerns. - Work closely with account management teams to ensure client needs are understood and met. Financial & Performance Metrics: - Develop and manage the Voice LOB budget, ensuring financial objectives are met and cost-saving opportunities are realized. - Track and report on the performance of the Voice LOB, utilizing metrics such as revenue growth, profitability, and customer satisfaction. - Identify and implement strategies for cost control and margin improvement. Cross-functional Collaboration: - Collaborate with other departments, such as IT, marketing, HR, and sales, to support voice business initiatives and align with overall company objectives. - Work with the product development team to innovate new service offerings or improve existing ones in response to client needs or market demand. Key Qualifications: - Bachelor's degree in Business, Management, or a related field (Masters preferred). - 15+ years of experience in the voice services industry, including helpdesk or contact center management. - Proven track record of driving business growth and securing new business in the voice services sector. - Strong leadership, team management, and organizational skills. - Excellent communication, negotiation, and client relationship management abilities. - Experience with P&L management, budgeting, and financial performance tracking. - In-depth knowledge of industry trends, regulatory requirements, and best practices in voice-driven services. - Demonstrated experience in developing and executing successful go-to-market (GTM) strategies. - Strong problem-solving and decision-making abilities, with a focus on operational efficiency and customer service excellence.,