InteLogix
VicePresident,Operations
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“Vice President, Operations at InteLogix. Skills: Operational leadership, Client engagement, People development, Strategic collaboration. Lead and manage operations across multiple regions. Maintain accountability for program performance”
What You'll Achieve.
Accountability for program performance; Accountability for workforce health; Accountability for delivery outcomes; Continuous improvement of operational KPIs; CSAT; FCR; AHT; QA scores; Schedule adherence; Attrition; SLA compliance; Financial performance in alignment with organizational targets; Support program growth and client commitments; Ensure client satisfaction; Proactive communication; Value delivery at every touchpoint; Expand client relationships; Support contract retention and renewal; Attract, develop, and retain top operational talent; Continuous improvement in service delivery; Continuous improvement in customer experience outcomes; Ensure operational readiness; Seamless go-live execution; Improve efficiency; Reduce cost-to-serve; Maintain visibility and drive performance
Industry & Context.
Root cause analysis
Ability and willingness to travel up to 50%, both domestically and internationally, Travel to client sites, operational centers, and InteLogix locations domestically and internationally as required
What They're Looking For.
Must Have
Bachelor's degree in Business Administration, Operations Management, or a related field required, 10+ years of progressive operations leadership experience in a Business Process Outsourcing (BPO), contact center, or outsourced services environment, Minimum 5 years of senior leadership experience managing large, multi-site teams of 500+, Demonstrated experience managing operations across multiple geographies and/or international locations, Proven track record of leading complex, multi-client portfolios with accountability for SLAs, KPIs, client satisfaction, and P&L performance, financial acumen, including experience managing budgets, workforce models, and cost structures in a service delivery environment, Exceptional client-facing communication and executive presence — comfortable leading senior-level business reviews and navigating complex client relationships, Ability and willingness to travel up to 50%, both domestically and internationally
Nice to Have
MBA or advanced degree preferred, Experience operating in global BPO environments spanning the United States, Philippines, El Salvador, and/or Egypt, Lean Six Sigma certification or formal continuous improvement experience, Familiarity with AI-enhanced operations, workforce automation tools, and digital customer experience platforms, Experience supporting or leading new client program implementations and transitions at scale, Background in healthcare, telecommunications, government services, or financial services BPO programs
What You'll Do.
Lead and manage operations across multiple regions
Maintain accountability for program performance
and improve operational KPIs
Drive a culture of operational excellence
Oversee P&L for the operational portfolio
and financial performance
Partner with Workforce Management and Finance
Ensure staffing models
and cost structures support program growth
Serve as senior operational point of contact for key client relationships
proactive communication
Lead executive-level business reviews
Present performance data
and growth opportunities
Identify and drive operational strategies
Support contract retention and renewal
and develop a multi-layered team
Build and sustain a high-performance culture
Partner with HR and Talent Acquisition
and retain top operational talent
Drive succession planning and leadership pipeline development
Collaborate with Training & Quality
and Client Services teams
Drive continuous improvement in service delivery
Partner with CRO and Sales leadership
Ensure operational readiness and seamless go-live execution
Identify opportunities to leverage automation
Improve efficiency and reduce cost-to-serve
Travel to client sites
and InteLogix locations
How You'll Work.
Team & Collaboration
Partner directly with senior clients, internal leadership, and cross-functional teams; Collaborate with Training & Quality, Technology, and Client Services teams; Partner with the CRO and Sales leadership
Communication Scope
Exceptional client-facing communication; Executive presence
Process & Methodology
New business implementations, Program transitions, Program ramps
Full Job Description
**Salary:** $140,000-$170,000 per year **Who we are:** InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations. **Overview:** As Vice President, Operations, you will be the operational backbone of InteLogix's delivery organization — leading a workforce of approximately 2,000 employees across multiple geographies, client programs, and service lines. This is a high-impact executive role for a leader who thrives in complexity, drives accountability through data, and builds cultures where people are empowered to perform at their best. Reporting to the Chief Operating Officer, you will own operational performance across your portfolio of programs, setting the strategic direction for efficiency, quality, and client satisfaction while developing the next generation of operational leaders within the organization. You will partner directly with senior clients, internal leadership, and cross-functional teams to ensure service excellence is delivered consistently — wherever in the world it happens. **Key Responsibilities** **Operational Leadership & Performance** * Lead and manage operations across multiple regions, geographies, and client programs, maintaining accountability for program performance, workforce health, and delivery outcomes. * Establish, monitor, and continuously improve operational KPIs — including CSAT, FCR, AHT, QA scores, schedule adherence, attrition, and SLA compliance — across all assigned programs. * Drive a culture of operational excellence and continuous improvement through data-driven decision-making, root cause analysis, and structured corrective action. * Oversee P&L for the operation
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