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 world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

• Winner of Comparably’s Award for Best Global Culture in 2022 and 2021 
• Gold Stevie Award Winner for Great Employers 
• We foster an exciting culture of creativity, connection, and commitment.  

Read more about our culture: Foundever Stories. 

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This is a strategic senior role at Foundever, where your leadership impact will reach beyond North America.  Therefore, you may be expected to travel up to 50% domestic and internationally with the flexibility to adapt work location based on demands.

The base pay range for this position in the United States is up to $310,000 - $330,000 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience. In addition, you will be eligible for a 50% incentive opportunity, benefits, 401K contribution matching and unlimited time off. 

More information will be provided during the recruitment process.   

Pre-employment Requirements

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years. 

Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.