Bay Street Staffing
Vice President, BPO & Outsourcing Operations Location: Remote / Work from Home Employment Type: Full-Time, Permanent We are seeking an experienced Vice President of BPO & Outsourcing Operations to lead and scale our global outsourcing business. This senior leadership role will oversee service delivery, client relationships, operational performance, workforce planning, and business growth. The ideal candidate has successfully led a BPO or outsourcing organization, managed remote teams, improved profitability, and built long-term client partnerships. Key Responsibilities Lead the company’s overall BPO and outsourcing operations. Develop strategies to grow revenue, expand services, and improve profitability. Oversee remote teams across customer service, sales, administration, recruitment, marketing, finance, and other outsourced functions. Build scalable processes, systems, and performance standards. Manage senior client relationships and ensure high satisfaction and retention. Lead client onboarding, workforce planning, and service delivery. Establish and monitor KPIs, SLAs, productivity, quality, and financial performance. Partner with sales leadership to develop proposals, pricing, and customized outsourcing solutions. Recruit, develop, and manage high-performing operations leaders. Identify opportunities for automation, AI, and process improvement. Manage operational risks and ensure compliance with client and company requirements. Provide regular performance and financial updates to the executive team. Qualifications 5+ years in a senior leadership role, such as VP, Director, General Manager, or Head of Operations. Proven experience scaling an outsourcing business or large service-delivery operation. Strong understanding of BPO pricing, margins, workforce planning, and client contracts. Demonstrated success managing international and remote teams. Experience overseeing multiple clients, service lines, and operational teams. Strong background in client retention, account growth, and service quality. Excellent leadership, communication, negotiation, and problem-solving skills. Comfortable working in a fast-growing, entrepreneurial environment. Preferred Experience Experience supporting North American clients with offshore or global talent. Background in customer service, virtual assistance, sales support, recruitment, finance, or digital marketing outsourcing. Experience implementing AI, automation, or workforce-management technology. Existing relationships within the BPO or outsourcing industry. What Success Looks Like Strong client satisfaction and retention. Consistent achievement of SLAs and performance targets. Revenue growth across new and existing accounts. Improved operational efficiency and profit margins.
Bay Street Staffing
