Vice President cx Operations

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia Hays Full time 150,000 - 200,000 per year

Join a rapidly growing regional leader in business process and digital services.

Your new company

Join a rapidly growing regional leader in business process and digital services, known for delivering exceptional customer experience solutions across industries such as telecommunications, finance, healthcare, and technology. With a strong foundation and ambitious plans for IPO and regional expansion, this organisation is poised to redefine CX standards in Southeast Asia.

Your new role

  • As the Vice President of Customer Experience Operations & Support, you will play a pivotal role in shaping the company's operational strategy and client delivery excellence.
  • Reporting directly to the CEO and working closely with the Board and senior stakeholders, you will lead large-scale contact centre operations (voice, non-voice, omnichannel, and back office), drive client advocacy, and oversee support functions including training, quality assurance, workforce management, and analytics.
  • You'll be responsible for P&L ownership, operational scalability, and embedding global best practices such as COPC and ISO across the enterprise.
  • Act as the executive sponsor for key clients, strengthening trust through quarterly business reviews, performance storytelling, and proactive improvement plans.

What you'll need to succeed

  • 10-15 years of leadership experience in large-scale BPO or shared services environments, with at least 5 years at VP or Director level.
  • Proven track record in operational governance, client relationship management, and strategic planning.
  • Strong commercial acumen with P&L management experience.
  • Certifications in COPC, Six Sigma, or Quality/Workforce Management are highly desirable.
  • A visionary yet hands-on leadership style, with the ability to inspire teams and drive transformation.
  • Excellent communication and stakeholder management skills, from frontline teams to board-level executives.

What you'll get in return

  • A rare opportunity to lead a high-impact transformation journey in a company preparing for IPO.
  • Influence over strategic decisions at the highest level while staying close to operations.
  • A platform to drive innovation, win industry recognition, and shape the future of CX in the region.
  • A collaborative, high-performance culture that values growth, inclusion, and excellence.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to , or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Desired Skills and Experience
lead large-scale contact center operations (voice, non-voice, omnichannel, and back office), drive client advocacy, and oversee support functions including training, quality assurance, workforce management, and analytics.

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