Vice President

Job Description : Vice President Center of Excellence (Global Contact Center Operations) Location: Europe (Budapest, Romania) Experience Required: 20+ years in global contact center leadership and operational excellence Role Overview We are looking for an experienced and visionary Vice President – Center of Excellence (CoE) to lead the design, development, and execution of world-class operational frameworks across our global contact center footprint. This leader will play a pivotal role in defining and driving operational excellence, standardization, and scalability across multiple processes—including customer service, back office, compliance, and support operations—while managing the complexity of global operations across Europe, the Middle East, and Canada. The ideal candidate will have a strong track record of managing and transforming large-scale, multi-functional contact center operations (15,000+ employees), with demonstrated expertise in building Centers of Excellence that deliver consistent outcomes across geographies while supporting both centralized and decentralized operating models. Strategic Leadership · Define and own the vision, structure, and operating model of the Global Center of Excellence to drive service consistency, operational efficiency, and innovation. · Make critical decisions on centralizing vs. decentralizing key operational functions based on business goals, local needs, and scalability. · Act as the principal architect for standardizing global processes while allowing for local adaptations where necessary. Process Excellence Across Functions · Oversee and streamline diverse functions such as customer support, service delivery, quality assurance, training, workforce planning, back-office operations, and knowledge management. · Design and implement scalable processes and governance models across all major hubs, ensuring service excellence, cost control, and risk mitigation. · Drive operational KPIs across regions, such as service levels, customer satisfaction, operational cost, compliance, and employee engagement. Global Expansion & Transformation · Lead transformation initiatives to optimize organizational structure, operating procedures, and digital adoption across multiple geographies. · Establish frameworks and best practices that support rapid growth and entry into new markets or service lines. · Partner with senior leadership to define and execute long-term operational strategies that align with the company’s global objectives. People Leadership & Culture · Build, mentor, and lead high-performing cross-functional teams across multiple locations. · Champion a culture of continuous improvement, operational discipline, and innovation across global contact center teams. · Foster collaboration and alignment across regional leadership and corporate functions. Technology & Data-Driven Decision Making · Leverage analytics, business intelligence tools, and automation to monitor performance, identify gaps, and make strategic decisions. · Collaborate with technology and product teams to ensure operational processes are enabled and optimized through the right platforms and tools. Qualifications · Experience: Minimum of 20 years in global contact center or shared services leadership roles, with significant exposure to managing multi-geography teams and operations. · Scale: Proven track record of leading and transforming large-scale contact centers (15,000+ workforce) across diverse functions and geographies. · Process Expertise: Deep understanding of operational design, performance improvement, and process standardization across customer service and business operations. · Global Mindset: Experience working across cultures and time zones, with the ability to navigate complex organizational structures and drive alignment. · Decision-Making Acumen: Strong strategic and operational thinking with demonstrated success in centralization vs. decentralization decisions. · Analytical Skills: Strong command of data analysis and operational metrics to drive performance and resource allocation. · Change Leadership: Demonstrated success in managing complex change initiatives, scaling operations, and building sustainable, high-performance cultures. · Communication: Strong executive presence with the ability to influence senior stakeholders and align cross-functional teams around a shared vision

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