Intelisys: Director, BPO Practice Development

Job Description 

The Director, BPO Practice Development at Intelisys plays a pivotal role in launching and scaling the company’s Business Process Outsourcing (BPO) practice. This role is responsible for building the BPO practice from the ground up, driving revenue growth through new business development, and serving as the primary BPO subject matter expert (SME). 

While the core focus is on human capital, labor arbitrage, and global outsourcing operations, this leader will collaborate closely with the CX Practice to ensure BPO solutions are integrated with advanced technology (CCaaS, AI, and Automation) to deliver a holistic, end-to-end strategy for technology advisors and their clients. 

Essential Responsibilities 

• Practice Architecture: Architect and launch the Intelisys BPO practice, defining go-to-market strategies and service offerings focused on global call center outsourcing, back-office processing, and managed services. 

• BPO/CX Synergy: Partner with the CX Practice leadership to align human-capital BPO solutions with technology-driven CX platforms, creating a unified "People + Platform" strategy. 

• Business Planning: Own the comprehensive business and marketing plan for the BPO practice, including revenue targets, offshore/nearshore growth strategies, and market positioning. 

• Supplier Ecosystem Management: Build and maintain strategic relationships with global BPO providers, ensuring a robust portfolio of labor and service delivery partners. 

• Enablement & Education: Lead the development of BPO-specific education for technology advisors, focusing on how to identify BPO opportunities (e.g., labor costs, scalability, multilingual support) and how they complement existing CX technology sales. 

• Thought Leadership: Drive brand authority through original content focused on BPO trends, such as the impact of AI on headcount, the shift to "Impact Sourcing," and global labor market dynamics. 

• Market Analysis: Research emerging BPO trends and shifts in global delivery centers (Offshore, Nearshore, Onshore) to maintain a competitive advantage. 

• Pipeline Development: Support strategic partnerships with sales partners to identify large-scale outsourcing opportunities and drive high-contract-value (TCV) revenue. 

• Operational Excellence: Assess and optimize the end-to-end sales and solution engineering process specifically for BPO engagements, which often involve complex long-term service level agreements (SLAs). 

• Team Leadership: Manage and develop direct reports, including BPO Practice Specialists, as the practice scales. 

 

Reporting Relationships 

• Direct supervision from VP, Advanced Technology & Transformation. 

• Supervises BPO Practice Specialists and associated support roles. 

• Internal Collaboration: Works in lockstep with the Director of CX Practice to ensure BPO services and CX technologies are sold as a cohesive solution. 

• External Contact: Daily contact with BPO suppliers, technology advisors, and executive management.  

 

Required Credentials 

• Education: Bachelor’s Degree or 10+ years of relevant experience in BPO operations, business administration, or global sourcing. 

• BPO Expertise: 7+ years of proven BPO operational experience, including