The
Senior Vice President, Enterprise Operations will establish and govern the shared infrastructure, standards, and capabilities supporting
arrivia's global operating sites and contact centers. Reporting directly to the Chief Executive Officer, this role is accountable for enterprise-level site management, BPO strategy, workforce management, training infrastructure, and operational excellence while preserving business-line ownership of product, client, commercial, and day-to-day operating results.
This role partners with business-line leaders and functional executives to create consistent enterprise standards, improve capacity and resource deployment, strengthen operating resilience, and scale proven practices across geographies. The charter is intentionally focused on shared operational capabilities. Each line of business retains responsibility for its product and client strategies, specialized content, revenue performance, and frontline execution.
Responsibilities- Global site and location management: Provide enterprise oversight of operating locations, including Mexico, the Philippines, and U.S. contact centers. Establish expectations for site leadership, facilities, local operating matters, safety, security, and business continuity.
- BPO strategy and management: Develop and execute the enterprise BPO strategy, including vendor selection, due diligence, commercial relationships, capacity allocation, governance, performance standards, and ongoing vendor accountability.
- Workforce management: Establish common forecasting methodologies, scheduling practices, capacity-planning processes, workforce-management systems, and performance standards across all lines of business.
- Training and learning infrastructure: Build and govern shared onboarding, contact-center fundamentals, leadership development, training technology, and instructional methodologies. Partner with lines of business, which retain ownership of product- and client-specific training content.
- Operational excellence: Define common operating KPIs, quality frameworks, process-improvement disciplines, and benchmarking standards that promote consistent execution and measurable performance improvement.
- Automation and AI adoption: Identify, prioritize, and govern automation and AI opportunities within contact-center operations, partnering with Technology, Product, and business-line leaders to validate business value and manage implementation.
- Centralized operational capabilities: Evaluate and, where appropriate, lead centralized quality assurance, workforce analytics, and contact-center technology administration to improve consistency, insight, governance, and scale.
- Enterprise governance: Establish operating rhythms, service standards, decision rights, escalation paths, and accountability mechanisms across shared operational functions and global sites.
- Business-line partnership: Align shared capabilities with line-of-business requirements without displacing ownership of product strategy, client commitments, specialized training content, commercial results, or day-to-day operational execution.
- Leadership and talent: Build, develop, and retain a high-performing enterprise operations team through clear objectives, succession planning, talent reviews, coaching, and performance management.
- Risk and continuity: Maintain enterprise preparedness for site disruptions, capacity constraints, vendor failures, and other operational risks through tested continuity plans and coordinated response protocols.
- Manage additional enterprise operations initiatives as assigned by senior leadership.
Qualifications- 12+ years of progressive operations leadership experience, including significant responsibility for multi-site or global operations.
- Demonstrated success leading enterprise shared services or operational infrastructure across multiple business lines.
- Deep contact-center operating experience, including workforce management, quality, training, capacity planning, and operational technology.
- Experience overseeing domestic, nearshore, and offshore locations.
- Substantial BPO strategy and vendor-management experience, including sourcing, commercial negotiations, governance, performance management, and capacity allocation.
- Proven experience establishing enterprise KPIs, operating standards, quality frameworks, and continuous-improvement programs.
- Experience implementing workforce-management platforms, learning technologies, analytics capabilities, automation, or AI-enabled operational solutions.
- Demonstrated financial acumen, including operating budgets, business cases, vendor economics, and return-on-investment analysis.
- Track record of influencing business-line leaders and functional executives in a matrixed organization while maintaining clear decision rights and accountability.
- Demonstrated ability to build governance models, common standards, and scalable operating disciplines across diverse geographies and business lines.
- Bachelor's degree required. Advanced degree or equivalent senior-level operating experience preferred.
- Travel to domestic and international operating sites is expected.
