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VP Global Operations - TIP0512
Toronto, Vancouver - Remote, ON, BC · Information TechnologyPosition Overview
The VP Global Operations plays a pivotal role in developing and executing operational activities that align with the broader organizational priorities. Operational activities include driving customer service excellence, customer loyalty and sales, agent experience, operational efficiency and service productivity, coaching and performance management, continuous improvement and more.
The VP acts as an ambassador with ample opportunity and influence decisions at senior executive levels. The successful candidate is responsible for all global contact center support across the wireline, wireless and smart home operations for customer care, sales through service, technical support, retention and back office.
The Sr. Director is fully accountable for the strategy, performance and outcomes within global operations:
What you will bring
Key Skills and Experience:
Key Values:
The VP Global Operations plays a pivotal role in developing and executing operational activities that align with the broader organizational priorities. Operational activities include driving customer service excellence, customer loyalty and sales, agent experience, operational efficiency and service productivity, coaching and performance management, continuous improvement and more.
The VP acts as an ambassador with ample opportunity and influence decisions at senior executive levels. The successful candidate is responsible for all global contact center support across the wireline, wireless and smart home operations for customer care, sales through service, technical support, retention and back office.
The Sr. Director is fully accountable for the strategy, performance and outcomes within global operations:
- Leadership - Leads a diverse team of operations leaders across multiple global regions and functions to deliver on customer service and performance excellence. Responsible for driving accountability and elevating performance among global site leaders as well as removing barriers to effective execution.
- Primary Point of Client Relationship - Act as the primary point of client engagement, maintaining effective relationships globally, acknowledging opportunities, concerns and escalations. Accountable for maintaining open and honest communication regarding all aspects of performance, as well as anticipating the needs of the client proactively.
- Performance & Outcome-oriented Action Plans - Meet client budgetary commitments whilst maximizing service profitability through a programmatic approach to performance delivery and action plans that (a) resolve customer concern on first contact, (b) retain revenue from existing customers through “same for more” or “more for more” outcomes, (c) accelerate new sales, (d) inoculate 1P households through cross sell across our entire suite of products and services, (e) ensure operational rigour through simplification and operational excellence, and (f) provide corrective actions and solutions where performance outcomes are not being met.
- Customers First - Rally the global operations team across all levels around our commitment to putting customers first.
- Technology & Innovation - Champion of Digital / AI tools and systems, ensuring (a) agent experience solutions are inherently agent first by design, (b) benefits are clearly articulated and understood, (c) adoption to drive operational productivity.
- Internal Stakeholders - Build strong relationships and work closely with the Global Operations and Enablement teams to align priorities to achieve the best outcome.
What you will bring
Key Skills and Experience:
- Track record of successfully leading in-house or outsourced customer service teams, with 10 years of progressive experience, 5+ years leading multiple locations and lines of business
- Deep knowledge of customer service, contact center operations, performance metrics and best practices in scaling B2C
- Deep knowledge and experience in the Canadian telecom industry
- Strong communications – effective listening, storytelling, presenting
- Inspirational leadership with demonstrated ability to galvanize, coach and develop team members, from frontline to senior level, in a matrixed organization
- Proven ability to successfully lead large teams of people, from frontline to senior level in complex service and value generating operational teams
- Executing on major transformational programs
- Problem solving and process orientation
- Strong financial and business acumen
- Familiarity with contact centre technologies (eg. CCaaS, AI)
- Bachelor degree in a relevant discipline, MBA or graduate degree a plus
- Flexibility to travel internationally
Key Values:
- Leadership courage to try new ideas, make tough decisions balanced with an ability to sort through noise and determine the key opportunities
- Ability to listen to, empathize with and connect with all stakeholders from frontline through to all levels of executive leadership internally and with clients
- Strong emotional intelligence and resilience
- Ability to inspire a large international customer facing front line and leadership team
- Ability to thrive in ambiguity (AI and digital change, systems changes, human behaviors)
- Ability to work collaboratively with internal partners and external partners (clients)
- Perseverance given changes won’t happen overnight but rather over quarters and years
- A process orientation and problem solving ability