Vice President - Customer Success & Operations

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About the Role

Vice President Customer Success & Operations

Key Responsibilities

• Lead and manage the Customer Success and Operations teams across multiple client accounts and projects.
• Drive operational excellence, ensuring process adherence, SLA compliance, and consistent service quality.
• Maintain strong relationships with key clients, acting as the senior point of contact and representing the company professionally.
• Oversee the end-to-end delivery of BPO services, ensuring customer satisfaction, retention, and account growth.
• Develop and implement strategies to optimize operational efficiency, reduce costs, and improve service levels.
• Monitor performance metrics, prepare reports, and provide actionable insights to the leadership team.
• Mentor and develop high-performing teams, fostering a culture of accountability, customer focus, and continuous improvement.
• Collaborate with internal stakeholders to address client needs and implement solutions.
• Drive change management initiatives to streamline processes and enhance the client experience.

Required Qualifications & Skills

• 10+ years of experience in the BPO industry

  , with significant exposure to client-facing roles and operations management.
• Proven experience managing large teams and handling multiple client accounts simultaneously.
• Excellent

  communication, presentation, and interpersonal skills

  .
• Highly

  presentable

  , confident, and able to represent the organization to senior client stakeholders.
• Strong leadership and team-building capabilities.
• Deep understanding of BPO operational processes, KPIs, and service delivery standards.
• Analytical mindset with the ability to make data-driven decisions.
• Experience in implementing process improvements and operational best practices.

Preferred Skills

• Experience with global clients or multi-location operations.
• Knowledge of CRM, workforce management, or ticketing tools used in BPO operations.
• Strategic planning and performance management expertise.