Create standardized, modular SOPs, workflows, quality frameworks, and service tiers
Design repeatable, scalable client onboarding processes (target: 10–15 days to go-live)
Build operational models balancing efficiency with flexibility and profitability
Develop pricing, service catalogs, and commercial frameworks for SMB clients
Establish governance frameworks appropriate for SMB portfolio scale
Own delivery performance across all SMB clients, ensuring SLA, quality, and satisfaction targets
Manage a frontline organization of 100+ agents, scaling efficiently as portfolio grows
Optimize shared resources across multiple clients, balancing utilization and quality
Implement portfolio-level metrics and dashboards for proactive performance management
Drive continuous improvement initiatives and centers of excellence for SMB operations
Serve as executive sponsor for all SMB accounts, building trusted client partnerships
Define client engagement cadence and communication frameworks tailored to SMB needs
Manage escalations with appropriate urgency, protecting both client experience and profitability
Identify expansion opportunities and partner with Sales for upsell strategies.

Bachelor’s degree required; MBA preferred
10+ years in BPO/contact center leadership, with 5+ years managing multiple small/mid-sized client accounts
Proven track record designing and scaling delivery models for multi-client portfolios (200+ agents)
Experience in emerging markets with understanding of labor, cost, and infrastructure dynamics
P&L ownership and accountability for revenue, margins, and portfolio profitability
Deep operational expertise: SOPs, quality frameworks, multi-client management, workforce optimization
Commercial acumen: pricing, service tiering, cost-profit trade-offs
Proficiency with CRM, contact center platforms, WFM tools, and analytics/reporting
GTM experience: translating operational models into marketable offerings
Entrepreneurial mindset with bias for action and innovation.
Client-centric with commercial discipline

Director, SMB Portfolio – Service Delivery

Key skills