Chief Operating Officer-Americas

Job Summary

 

As the Chief Operating Officer (COO) – Americas to include US, Canada, Nicaragua, Panama, El Salvador, Costa Rica, Colombia, Peru, and Mexico.  In this role you will oversee all aspects of the company’s regional operations, ensuring efficiency and effectiveness. You will develop and implement strategic roadmaps to drive operational success, working closely with the CEO, North America and other executives to align business strategies with the company’s goals and objectives as Foundever moves into a new phase of transformation and growth.

 

To be successful you should come from a Fortune 100 organization and must have experience in the contact center (internal or BPO) environment managing large domestic and international teams. 

 

If you already applied to the COO- North America requisition #39093, please do not reapply.  We are still reviewing those applicants and will respond appropriately.  

Deliverables

• Develop and execute regional operations strategies to drive growth, enhance profitability, and improve productivity and efficiency
• Oversee all operational processes and procedures, continuously adapting to meet customer expectations, reduce delivery costs, and promote business growth
• Collaborate with Finance to develop and manage budgets, ensuring the financial health and sustainability of the company
• Strengthen organizational capabilities to successfully implement a generative AI roadmap, optimizing operational efficiency
• Demonstrate sound fiscal management to achieve profitability goals.
• Provide oversight to multiple functions, including operations, human resources, talent acquisition, training, and quality
• Build, maintain, and motivate a high-performing team with the technical skills and personal attributes to support business goals and strategies.
• Focus on developing strengths, minimizing talent gap risks, and ensuring strong succession plans for critical functions

 

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• Regularly engage with customers to seek feedback and focus on solutions that help them better serve their customers
• Build positive brand awareness in the industry and business communities by representing the company as a respected and credible leader at relevant events and organizations
• Partner with all other Americas leads to inform and drive strategic priorities and execution for the Americas with the CEO

Experience

 

• 15+ years of experience with significantly increasing levels of responsibility overseeing the main operations of the business, while also overseeing one or more major support functions such as HR, Finance, Sales, Supply Chain.
• Proven ability to oversee a large international employee headcount (20,000+) with a contact center background in a Fortune 100 company.
• Demonstrable track record in developing best-in-class practices for cost-effective service delivery while maintaining high NPS ratings
• Have transformed and lead teams, with strong coaching and development skills
• Designed and prepared long and short-term strategic plans to achieve desired goals
• Demonstrated ability to research, identify and resolve problems and develop alternative solutions
• Languages - English, Spanish and Portuguese would be a huge plus

About Foundever®

 

Foundever® is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the worl