Vice President, Global Operations

Maximize Your Impact with TP
Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a globally certified Great Place to Work in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity
In this role, you will spearhead and optimize BPO operations across multiple international locations and client engagements. You will collaborate closely with global internal quality teams and client partners to ensure consistent, high-quality service delivery and adherence to contractual obligations worldwide. A key responsibility will be to drive global process improvement and digital transformation initiatives, leveraging best practices and innovative solutions within the BPO landscape.

As a global brand ambassador, you will articulate operational expectations with authority and clarity across diverse cultural contexts. You will establish the global performance benchmark and provide the strategic framework to achieve worldwide operational excellence and client satisfaction. This leader will utilize strong analytical acumen to develop a comprehensive, metrics-driven methodology for evaluating global performance, identifying areas for improvement, and demonstrating value to clients.

The ideal candidate possesses a strategic global mindset, the ability to navigate complex international environments, and the communication skills to convey insights and recommendations effectively to diverse global stakeholders. You will be instrumental in developing a unified global operational framework that elevates service delivery standards and drives efficiency across our global BPO footprint.

The Responsibilities & Duties

• Lead and manage large-scale global BPO operations across diverse client accounts and geographical regions.
• Overseeing global financial performance, cost control, and data management specific to outsourcing call center and back-office operations, ensuring profitability and efficiency across all global engagements.
• Developing and implementing company-wide, globally aligned operational strategies approved by executive management.
• Collaborating with global stakeholders (internal teams, clients, partners) to align on operational activities, set strategic global goals, and ensure seamless service delivery.
• Providing leadership and constructive feedback to global and regional operational teams across different departments and cultural backgrounds.
• Regularly evaluate the efficiency of global BPO processes against organizational objectives and client KPIs, implementing improvements and best practices worldwide.
• Overseeing and optimizing global customer support processes to enhance client satisfaction and ensure consistent service quality across all touchpoints.
• Reviewing global financial information and adjusting operational budgets across regions to promote profitability and resource optimization.
• Developing, revising, and formulating global operational policies and procedures, ensuring consistent implementation and compliance across all locations.
• Evaluate overall global performance by gathering, analyzing, and interpreting data and metrics from various international operations.
• Performing follow-ups with global corporate clients and building strong relationships with high-level decision-makers to foster trust and identify new international business opportunities.
• Ensuring the implementation of continuous improvement methodologies globally, proposing innovative and culturally sensitive solutions to enhance operational efficiency and client value.
• Establishing global quantitative and qualitative metrics, guidelines, and standards to evaluate the company's worldwide efficiency and effectiveness, identifying opportunities for improvement and standardization.
• Reviewing, analyzing, and evaluating global BPO business procedures to identify areas for optimization and standardization.
• Implement global policies and procedures to improve day-to-day operations and ensure consistent service delivery across all international sites.
• Planning, directing, controlling, implementing, evaluating, monitoring, and forecasting global budgets and cost of sales across all global divisions to achieve financial objectives.
• Communicating and explaining new global directives, policies, or procedures to international and regional managers; for significant changes, meeting with global operations staff to explain differences, answer questions, and maintain morale across diverse teams.
• Improving global customer service and satisfaction through policy and procedural changes sensitive to cultural nuances and client expectations.
• Led the coordination and integration of efforts among global operations, engineering, technology, and customer service divisions to produce smoother workflows and more cost-effective global BPO processes.
• Projecting a positive image of the organization to employees, clients, industry, and the global community.

The Qualifications

• A bachelor's degree or above is preferred.
• 15+ years of progressive leadership experience in global BPO operations and Customer Experience Management for international markets.
• Strong negotiation and global business management skills, including experience managing international contracts and client relationships.
• Strong analytical thinking, proactive attitude, and excellent written and oral communication skills, with the ability to communicate effectively across diverse cultures and time zones.
• Must have extensive experience selling to and presenting globally to the highest-level decision-makers (C-level Executives).
• Excellent interpersonal skills and a collaborative teamwork mindset, with the ability to build strong relationships across global teams.
• Must be highly detail-oriented, productive, accountable, and able to work under tight deadlines when needed in a global and matrixed environment.
• Excellent global organizational and leadership abilities, with experience managing remote and international teams.
• Strong working knowledge of data analysis and global performance/operation metrics relevant to the BPO industry.

Pre-Employment Screenings
By TP policy, employment in this position will be contingent on your successful completion and passage of a comprehensive background check, including global sanctions and watch list screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions
TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Diversity, Equity & Inclusion
At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.