VP, Business Unit Leader

IntouchCX; Winnipeg; On-site; CAD 180,000 - 250,000; Full time

Job summary

IntouchCX is seeking a VP, Business Unit Leader to scale a high-growth global client program in the commerce space. You will blend strategic advisory with hands-on execution, owning end-to-end delivery, quality, and KPI performance in a fast-paced environment.

You will partner with executive stakeholders, diagnose opportunities from data, and proactively expand the program scope by integrating Automation, AI, and other technical solutions to drive measurable revenue and operational efficiency.

Qualifications

• Post-secondary degree or certificate in a related discipline.
• 10+ years of contact center experience in a senior leadership role with full P&L responsibility.
• Cognitive agility to master new business models rapidly.
• Consultant mindset with the grit to execute in the trenches.
• EQ and influence with stakeholders; ability to manage complex dynamics.

Responsibilities

• Strategic client partnership: advise executive stakeholders and translate goals into roadmaps.
• Business diagnosis: analyze data to identify bottlenecks and growth opportunities.

Skills

Strategic partnership

Data-driven insight

Cross-functional leadership

Problem solving

Stakeholder management

Education

Post-secondary degree or certificate

Job description

About the Job

We are looking for a Business Unit Leader who will help our partners 'level up' their customer experience by combining creative, innovation-led strategy with the operational grit to execute, turning every interaction into a measurable driver of business growth. Our company is a global leader in customer experience that acts as a strategic extension of our partners, blending deep ecosystem immersion with innovative, data-backed solutions to drive real-world business transformation.

This role offers the unique chance to own and scale a critical, high-growth global client program in the commerce space. You will be at the intersection of strategy and operations, moving beyond advising to executing and building, alongside a client that is changing the way their industry operates, in an exciting fast-paced environment. If you are looking for a platform to translate hard work into global impact and true business unit ownership, this is it.

As VP, Business Unit Leader, You Will…

• Strategic Client Partnership: Serve as the trusted, day-to-day advisor to executive stakeholders. Translate high-level business goals into actionable roadmaps and structured remediation plans.

• Business Diagnosis & Insight: Immerse yourself in the client’s ecosystem. Dig into data to identify bottlenecks, uncover growth opportunities, and execute data-driven solutions.

• Operational Ownership: Take end-to-end accountability for delivery, quality, and financial performance. Lead cross-functional teams to drive transformation and meet aggressive KPI targets.

• Growth Orientation: Proactively expand program scope. Partner with teams to integrate Automation, AI, and technical solutions to drive measurable revenue and operational efficiency.

As VP, Business Unit Leader, You Need…

• Post-secondary degree, or certificate, with a focus in a related discipline

• 10+ years of contact center experience in a senior leadership role with full P&L responsibility

• Cognitive Agility: Ability to master new business models rapidly and think clearly under pressure.

• Consultant Mindset / Operator Hustle: You combine structured problem-solving with the grit to execute in the trenches.

• EQ & Influence: Exceptional stakeholder management; you build trust, navigate complex dynamics, and challenge constructively.

• Growth Mindset: Motivated by setting, hitting, and exceeding ambitious targets.