VP, Business Unit Leader
IntouchCX
About the Job
We are looking for a Business Unit Leader who will help our partners 'level up' their customer experience by combining creative, innovation-led strategy with the operational grit to execute, turning every interaction into a measurable driver of business growth. Our company is a global leader in customer experience that acts as a strategic extension of our partners, blending deep ecosystem immersion with innovative, data-backed solutions to drive real-world business transformation.
This role offers the unique chance to own and scale a critical, high-growth global client program in the commerce space. You will be at the intersection of strategy and operations, moving beyond advising to executing and building, alongside a client that is changing the way their industry operates, in an exciting fast-paced environment. If you are looking for a platform to translate hard work into global impact and true business unit ownership, this is it.
As VP, Business Unit Leader, You Will…
Strategic Client Partnership: Serve as the trusted, day-to-day advisor to executive stakeholders. Translate high-level business goals into actionable roadmaps and structured remediation plans.
Business Diagnosis & Insight: Immerse yourself in the client’s ecosystem. Dig into data to identify bottlenecks, uncover growth opportunities, and execute data-driven solutions.
Operational Ownership: Take end-to-end accountability for delivery, quality, and financial performance. Lead cross-functional teams to drive transformation and meet aggressive KPI targets.
Growth Orientation: Proactively expand program scope. Partner with teams to integrate Automation, AI, and technical solutions to drive measurable revenue and operational efficiency.
As VP, Business Unit Leader, You Need…
Post-secondary degree, or certificate, with a focus in a related discipline
10+ years of contact center experience in a senior leadership role with full P&L responsibility
Cognitive Agility: Ability to master new business models rapidly and think clearly under pressure.
Consultant Mindset / Operator Hustle: You combine structured problem-solving with the grit to execute in the trenches.
EQ & Influence: Exceptional stakeholder management; you build trust, navigate complex dynamics, and challenge constructively.
Growth Mindset: Motivated by setting, hitting, and exceeding ambitious targets.
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