Chief Operating Officer I BPO Industry

Job Overview:

We are seeking an experienced and strategic Chief Operating Officer (COO) to lead large-scale customer experience and operations across multiple client programs and regions.

The COO will be responsible for overall operational strategy service delivery excellence business transformation and P&L performance within a fast-paced BPO environment. This role requires a strong executive leader with the ability to scale operations drive efficiency and build high-performing leadership teams.

What Will You Do:

• Define and execute overall operational strategy aligned with business goals and client expectations.
• Oversee end-to-end delivery across multiple accounts ensuring SLA quality and financial targets are achieved.
• Lead large-scale operations including customer experience contact center services fraud & risk operations and back-office functions.
• Drive business growth through operational scalability transformation initiatives and process optimization.
• Own full P&L accountability including revenue growth cost optimization and margin improvement.
• Lead and develop a senior leadership team including Directors and Senior Operations Managers.
• Establish strong governance frameworks across all client programs including QBRs and executive reviews.
• Manage executive-level client relationships and act as a strategic business partner.
• Lead transition expansion and transformation programs across clients and operations.
• Drive operational excellence through automation process improvement and continuous innovation.
• Ensure compliance with contractual regulatory and internal governance requirements.
• Build organizational capability through leadership development succession planning and employee engagement.

What Makes You a Good Fit:

• Bachelors degree in Business Management or related field (MBA preferred).
• Minimum 15 years of experience in operations preferably within BPO CX or ITES industries.
• At least 8 years in senior leadership roles (Director / VP / Head of Operations level).
• Proven experience managing large-scale multi-site or regional operations
• Strong P&L ownership with demonstrated business impact.
• Deep understanding of customer experience operations and service delivery models.
• Strong executive presence with excellent communication and stakeholder management skills.
• Proven ability to lead transformation and drive operational excellence in complex environments.
• Ability to thrive in fast-paced global and high-growth organizations.

What We Offer:

• Executive leadership role with full operational ownership.
• Opportunity to lead regional or global-scale operations.
• Exposure to major client programs and transformation initiatives.
• Strong platform for strategic impact and business growth.
• Competitive executive compensation package and long-term career growth opportunities.