We are looking for a Vice President to lead Contact Center and Customer Experience (CX) Transformation for our Diversified Industries Group (DIG), spanning Retail, E-commerce, Travel & Hospitality, and Telecom clients.
This is a dual-mandate, quota-carrying leadership role: the incumbent will originate and close transformation opportunities with new and existing DIG clients and lead the design and delivery of large-scale CX and contact center transformation programs — spanning operations redesign, digital/AI-led CX, and technology modernization.
The ideal candidate combines deep transformation delivery credibility with a genuine sales instinct — comfortable owning a revenue number, running C-suite conversations, and converting pipeline into signed, deliverable engagements.
ResponsibilitiesRevenue ownership & deal closure
- Own and deliver an annual bookings/revenue target across the DIG portfolio, in partnership with account and sales leadership.
- Lead client conversations from qualification through commercial closure — shaping deal structure, pricing, and win strategy for large, complex transformation pursuits.
- Build and manage a qualified pipeline of CX/contact center transformation opportunities; represent the practice in RFPs, client pitches, and executive briefings.
- Act as a trusted advisor to CXOs (CX, Operations, Digital, Customer Care) at client organizations, translating business pain points into transformation propositions.
Transformation strategy & delivery leadership
- Lead large-scale contact center and CX transformation programs end-to-end: current-state diagnostics, target operating model design, business case development, and multi-year execution roadmaps.
- Drive operational transformation levers — channel shift, self-service, workforce optimization, automation/AI-led servicing, and outcome-based commercial models.
- Own program governance, client stakeholder management, and delivery quality across a multi-account portfolio.
- Build repeatable transformation frameworks, playbooks, and accelerators specific to Retail, E-commerce, Travel, and Telecom customer journeys.
CX technology & solutioning
- Maintain working fluency across the CX/contact center technology stack — CCaaS platforms (NICE, Genesys, Five9, Amazon Connect), CRM (Salesforce Service Cloud, Microsoft Dynamics), conversational AI/chatbots, workforce management (WFM/WFO), and analytics/QA (speech and text analytics, CSAT/VOC tooling).
- Partner with technology and analytics teams to embed AI/GenAI-led servicing, agent-assist, and automation into transformation solutions.
- Evaluate and position partner/ISV technology within client solutions to differentiate proposals.
Domain & industry leadership
- Bring point-of-view and thought leadership on CX trends specific to Retail, E-commerce, Travel & Hospitality, and Telecom (e.g., peak-season scalability, loyalty servicing, omnichannel commerce support, telco care-to-sales conversion).
- Represent DIG at industry forums, client advisory boards, and internal capability-building initiatives.
People & practice leadership
- Build, mentor, and scale a team of transformation consultants, solution architects, and delivery leads.
- Partner with HR/Talent to shape hiring, capability development, and career pathing for the transformation practice.
Required Qualifications
- 15+ years of overall experience, with a minimum of 8–10 years in contact center/CX transformation, consulting, or BPO/BPM leadership roles.
- Demonstrated track record of leading large-scale (multi-million dollar) transformation programs from design through execution.
- Proven, quantifiable sales/business development track record — direct experience owning a revenue target and closing complex, multi-stakeholder deals.
- Hands-on familiarity with the CX/contact center technology ecosystem (CCaaS, CRM, WFM, conversational AI, analytics) — enough to credibly solution with clients, not just describe it.
- Direct domain experience in at least two of: Retail, E-commerce, Travel & Hospitality, Telecom.
- Executive presence and strong consultative selling skills; comfortable presenting to and negotiating with C-level client stakeholders.
- Experience operating within a BPO, BPM, IT services, or management consulting environment preferred.
- Bachelor's degree required; MBA or equivalent advanced degree preferred.
- Willingness to travel to client locations and delivery centers as needed.
Success Metrics/KPIs
- Annual bookings / revenue closed against target (primary metric — quota-carrying).
- Pipeline generated and conversion rate from qualified opportunity to signed contract.
- Transformation program delivery outcomes: CSAT/NPS improvement, cost-to-serve reduction, automation/self-service adoption, SLA adherence, and compliance/audit pass rates.
- Client retention and expansion (net revenue retention) across the BFS portfolio.
- Practice growth: team scaling, capability maturity, repeatable IP/accelerators developed.
What We Offer
- A high-visibility leadership mandate at the intersection of sales and transformation delivery, ownership of a strategic banking industry group, competitive base and incentive compensation, and the platform to shape how leading banks and financial institutions transform their customer experience.
The typical base pay range for this role across the U.S. is USD $185,000 - $250,000 per year.
For more information on benefits and what we offer please visit us at https://www.exlservice.com/us-careers-and-benefits
The posted range is the hiring range for this role — a subset of the broader range available to employees over time — and reflects base salary across our national hiring scale.
Final offers are based on several factors, including the candidate's skills and experience, internal pay equity, work location, market conditions for the role, and the specific scope and responsibilities of the position.
The top of the range is reserved for candidates who notably exceed the requirements; the lower end applies to those with less experience or fewer preferred qualifications. For positions based in higher-cost zones (e.g., California, New York, New Jersey), actual compensation may exceed the posted range; your recruiter will share specifics during the process.
EXL Richmond, California, USA Office
Richmond, United States
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