VP Site Operations

SWBC; México; Presencial; MXN 3.500.000 - 5.500.000; Jornada completa

Descripción de la vacante

SWBC is seeking a Site Leader to oversee the Mexico site, ensuring a safe, compliant, and efficient operation that supports business objectives. You will be the senior on-site representative, managing facilities, security, vendor relations, site budgets, and employee experience initiatives.

The ideal candidate has 15+ years leading call center/BPO operations, 8+ years in executive roles, advanced English, and a proven ability to drive growth, governance, and strategic change across large

Formación

• Bachelor’s degree required; Master’s preferred.
• 15+ years of progressive leadership in call center operations/BPO/customer experience.
• 8+ years of executive leadership with large-scale operations and financial accountability.
• Advanced English proficiency.
• Experience leading large, complex organizations and executive client relationships.
• Strong business acumen; translate financial/operational data into strategy.
• Experience managing large operating budgets, forecasting, and metrics.
• Executive presence and ability to influence across all levels.
• Strategic planning, organizational design, and change management skills.
• Outstanding communication and presentation skills.

Responsabilidades

• Serves as the senior site representative for the Mexico operation.
• Develops and executes site strategies aligned with corporate objectives.
• Fosters a positive, collaborative workplace culture.
• Coordinates with business-unit leaders to allocate resources to meet operations.
• Leads site governance meetings and updates executive leadership in Mexico and the US.
• Oversees site operations including security, maintenance, facilities, and engagement.
• Collaborates with HR to support employee experience and organizational growth.
• Supports long-term business strategies without directly managing operational staff.
• Represents SWBC with executives, clients, and partners in Mexico.
• Ensures collaboration across functional areas to achieve objectives.

Conocimientos

Leadership

Executive presence

Strategic planning

Financial acumen

Communication

Negotiation

Advanced English

Educación

Bachelor’s degree in Business Admin/Management/Finance or related field

Master’s degree preferred

Herramientas

Microsoft Office

Business intelligence tools

Descripción del empleo

SWBC is seeking a talented individual who will be responsible for the overall leadership, administration, and management of the Mexico site. This role serves as the senior on-site representative for the organization, ensuring a safe, secure, compliant, and efficient work environment that supports business objectives. The Site Leader oversees facilities management, physical security, vendor relationships, site budgets, Mexico regulatory compliance, and employee experience initiatives. While the Site Leader provides coordination and support across all business functions located at the site, direct management of operational teams and production/service delivery personnel remains the responsibility of their respective functional leaders.

Why you'll love this role:

You’ll enjoy the challenge and visibility that comes with leading a dynamic site, building strong relationships with clients and stakeholders, and making a meaningful impact across the organization. If you're a collaborative executive who thrives on leadership, growth, and creating a culture where people and businesses succeed, this role offers the opportunity to leave a lasting legacy.

Essential duties include the following:

• Serves as the senior site representative and primary point of contact for all site-related matters.
• Develops and execute site strategies aligned with corporate objectives.
• Fosters a positive workplace culture that promotes collaboration, engagement, and accountability.
• Coordinates with business-unit leaders to ensure site resources effectively support operational needs.
• Leads site governance meetings and provides regular updates to executive leadership both in Mexico and the US.
• Provides executive oversight and strategic leadership for all site operations, including security administration, maintenance and facilities management, and employee engagement.
• Works in tandem with the HR group to ensure
• Supports long-term business strategies that support organizational growth objectives while not necessarily directly managing the operational staff.
• Serves as the senior leader and primary representative for the Mexico operation with internal SWBC executives, clients, community stakeholders and business partners.
• Maintains accountability for site financial performance, including budgeting, forecasting, profitability, expense management and capital investments relative to the site itself.
• Develops and strengthens relationships with organizational executives and clients while serving as the executive escalation point for strategic issues relative to the Mexico site.
• Collaborates with executive leadership to assess organizational structure, resource allocation and investment priorities that support future growth relative to the Mexico facility.
• Represents the organization at local meetings, client visits to Mexico, and vendors that support the Mexico facility.
• Ensures effective collaboration among operational, technology, finance, human resources and other support functions to achieve organizational objectives.

Serious candidates will possess the minimum qualifications:

• Bachelor’s degree in Business Administration, Management, Finance, or other related field required; Master’s degree preferred.
• Fifteen (15) years of progressive leadership experience within call center operations, business process outsourcing, customer experience, or related industries.
• Eight (8) years of executive-level leadership experience with responsibility for large-scale operations, multiple functional areas, and significant financial accountability.
• Advanced English proficiency.
• Demonstrated experience leading large, complex organizations through multiple levels of management.
• Proven success managing executive client relationships and strategic business partnerships.
• Strong business acumen with the ability to translate financial and operational data into effective business strategies and decisions.
• Demonstrated success leading organizational growth, operational transformation, and continuous improvement initiatives.
• Experience managing large operating budgets, forecasting, and financial performance metrics.
• Excellent executive presence with the ability to influence and collaborate effectively across all organizational levels.
• Exceptional leadership development and succession planning capabilities with a track record of building high-performing leadership teams.
• Strong strategic planning, organizational design and change management skills.
• Outstanding communication and presentation skills with the ability to represent the organization before executive stakeholders and clients.
• Ability to balance strategic vision with operational execution in a dynamic business environment.
• Strong analytical, decision-making, negotiation, and problem-solving capabilities.
• Excellent personal computer skills including Microsoft Office and business intelligence tools.
• Demonstrated ability to maintain the highest levels of professionalism, judgment, discretion, and confidentiality.
  

Additional Information:

SWBC is a Substance-Free Workplace and requires pre-employment drug testing.