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:

• Bachelor's 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.