[Hiring] Vice President, Operations @InteLogix

Role Description

As Vice President, Operations, you will be the operational backbone of InteLogix's delivery organization — leading a workforce of approximately 2,000 employees across multiple geographies, client programs, and service lines. This is a high-impact executive role for a leader who thrives in complexity, drives accountability through data, and builds cultures where people are empowered to perform at their best.

Reporting to the Chief Operating Officer, you will own operational performance across your portfolio of programs, setting the strategic direction for efficiency, quality, and client satisfaction while developing the next generation of operational leaders within the organization. You will partner directly with senior clients, internal leadership, and cross-functional teams to ensure service excellence is delivered consistently — wherever in the world it happens.

Key Responsibilities

• Operational Leadership & Performance
  • Lead and manage operations across multiple regions, geographies, and client programs, maintaining accountability for program performance, workforce health, and delivery outcomes.
  • Establish, monitor, and continuously improve operational KPIs — including CSAT, FCR, AHT, QA scores, schedule adherence, attrition, and SLA compliance — across all assigned programs.
  • Drive a culture of operational excellence and continuous improvement through data-driven decision-making, root cause analysis, and structured corrective action.
  • Oversee P&L for the operational portfolio, managing budgets, workforce costs, and financial performance in alignment with organizational targets.
  • Partner with Workforce Management and Finance to ensure staffing models, capacity plans, and cost structures support program growth and client commitments.
• Client Engagement & Retention
  • Serve as the senior operational point of contact for key client relationships, ensuring satisfaction, proactive communication, and value delivery at every touchpoint.
  • Lead executive-level business reviews, presenting performance data, improvement plans, and growth opportunities to client stakeholders.
  • Identify and drive operational strategies that expand client relationships and support contract retention and renewal.
• People Leadership & Development
  • Lead, mentor, and develop a multi-layered team of Directors, Senior Managers, Managers, and frontline supervisors across geographically distributed sites.
  • Build and sustain a high-performance culture grounded in InteLogix's core values: Show Up, Engage with Care, Own It, Do Right, and Win as a Team.
  • Partner with HR and Talent Acquisition to attract, develop, and retain top operational talent across all geographies.
  • Drive succession planning and leadership pipeline development within the operations organization.
• Strategy & Cross-functional Collaboration
  • Collaborate with Training & Quality, Technology, and Client Services teams to drive continuous improvement in service delivery and customer experience outcomes.
  • Partner with the CRO and Sales leadership on new business implementations, transitions, and program ramps — ensuring operational readiness and seamless go-live execution.
  • Identify opportunities to leverage automation, AI-assisted tools, and digital workflows to improve efficiency and reduce cost-to-serve.
  • Travel to client sites, operational centers, and InteLogix locations domestically and internationally as required to maintain visibility and drive performance.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or a related field required.
• 10+ years of progressive operations leadership experience in a Business Process Outsourcing (BPO), contact center, or outsourced services environment.
• Minimum 5 years of senior leadership experience managing large, multi-site teams of 500+ employees; experience overseeing 1,500–2,500+ employees strongly preferred.
• Demonstrated experience managing operations across multiple geographies and/or international locations.
• Proven track record of leading complex, multi-client portfolios with accountability for SLAs, KPIs, client satisfaction, and P&L performance.
• Strong financial acumen, including experience managing budgets, workforce models, and cost structures in a service delivery environment.
• Exceptional client-facing communication and executive presence — comfortable leading senior-level business reviews and navigating complex client relationships.
• Ability and willingness to travel up to 50%, both domestically and internationally.

Preferred Qualifications

• MBA or advanced degree preferred.
• Experience operating in global BPO environments spanning the United States, Philippines, El Salvador, and/or Egypt.
• Lean Six Sigma certification or formal continuous improvement experience.
• Familiarity with AI-enhanced operations, workforce automation tools, and digital customer experience platforms.
• Experience supporting or leading new client program implementations and transitions at scale.
• Background in healthcare, telecommunications, government services, or financial services BPO programs.

Benefits

• Medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off (PTO) and paid company holidays
• Professional development and leadership growth opportunities
• Employee assistance program (EAP)
• Life and disability insurance

Work Location & Schedule

This is a remote (work from home) position based in the United States. The VP of Operations is expected to maintain regular visibility across operational sites and will travel to InteLogix locations, client sites, and partner facilities as needed — up to 50% of the time, both domestically and internationally.

Schedule: Standard business hours, Monday through Friday. Given the nature of a global BPO environment, occasional availability outside of core hours may be needed during critical escalations, client reviews, or program launches.

Equal Opportunity Employment

InteLogix is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.