Global Chief Strategy & CX Executive

MCI; Town of Florida (NY); On-site; USD 250,000 - 350,000; Full time

Job summary

MCI, a leading tech-enabled CX and BPO provider, seeks a proven senior leader to define and drive enterprise-wide strategies across multi-site operations. You will lead diverse teams and align business units to deliver exceptional customer journeys, revenue growth, and scalable processes.

Ideal candidates bring 20+ years in CX or call center leadership, with P&L oversight, analytics proficiency, and a track record of mentoring top executives.

Qualifications

• 20+ years of progressive leadership experience in call center, BPO, or CX industries.
• 10+ years in executive or multi-site operational roles, with proven success scaling complex operations.
• Demonstrated ability to translate strategy into execution with measurable impact on revenue, margins, and client satisfaction.
• Strong business acumen with experience managing P&L, KPIs, and enterprise-level initiatives.
• Advanced understanding of contact center technologies, CRM platforms, and performance analytics.
• Exceptional interpersonal, communication, and executive presence.
• Proven track record of building and mentoring high-performing teams.
• Expertise in conflict resolution, change management, and strategic decision-making.
• Technologically adept with fluency in Microsoft Office Suite and enterprise collaboration tools.
• Willingness to travel frequently across domestic and international sites.
• Must be authorized to work in the country where the job is based.

Responsibilities

• Define and execute enterprise-wide strategies translating corporate goals into measurable initiatives driving revenue, profitability, and customer satisfaction.
• Lead and align all business units and affiliate operations across multi-location call center environments.
• Foster a high-performance culture rooted in accountability, innovation, and purpose, building leadership teams across levels.
• Spearhead CX initiatives across sales, service, QA, training, and workforce management using analytics and best practices.
• Champion a data-informed, customer-centric approach to sales and client delivery, driving conversion and retention.
• Unify collaboration across sales, operations, HR, finance, and technology for seamless execution.
• Represent MCI’s mission externally, cultivating client, partner, and stakeholder relationships.

Skills

Strategic leadership

Operational leadership

P&L management

Executive presence

Performance analytics

Team mentoring

Travel readiness

CRM platforms

Microsoft Office

Change management

Education

Bachelor's degree

MBA

Tools

Microsoft Office Suite

Enterprise collaboration tools

Job description

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are seeking an accomplished and results-driven President to lead MCI’s global contact center network and serve as a key member of the Executive Leadership Team. This high-impact role is responsible for setting strategic priorities, optimizing operational performance, and driving sustainable business growth across all divisions and affiliate operations. The President will provide enterprise-wide leadership, strengthen organizational effectiveness, and ensure the successful execution of the company’s long-term growth strategy.

As President, you will oversee multi-site operations across domestic and international markets, ensuring consistent performance, service excellence, and operational alignment throughout the organization. You will champion innovation in customer experience (CX), enhance service delivery across sales, customer support, technical services, back-office operations, and collections, and lead the execution of key strategic initiatives. In this role, you will play a critical part in expanding MCI’s global footprint, strengthening client partnerships, and delivering long-term value for the business, its customers, and its stakeholders.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Key Responsibilities

• Strategic Leadership Define and execute enterprise-wide strategies that translate corporate goals into measurable initiatives driving revenue, profitability, and customer satisfaction.
• Operational Oversight Lead and align all business units and affiliate operations, optimizing performance across multi-location call center environments.
• Culture & Talent Development Foster a high-performance culture rooted in accountability, innovation, and purpose. Build and scale world-class leadership teams across all levels of the organization.
• Customer Experience Innovation Spearhead initiatives that elevate CX across sales, service, QA, training, and workforce management—leveraging analytics and best-in-class processes.
• Revenue Acceleration Champion a data-informed, customer-centric approach to sales and client delivery, driving conversion, retention, and long-term growth.
• Cross-Functional Alignment Unify collaboration across sales, operations, HR, finance, and technology to ensure seamless execution and shared outcomes.
• External Representation Represent MCI’s mission and values externally, cultivating relationships with clients, partners, and stakeholders, and enhancing brand visibility at industry events.
  
  
  

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities

• 20+ years of progressive leadership experience in call center, BPO, or CX industries
• 10+ years in executive or multi-site operational roles, with proven success scaling complex operations
• Demonstrated ability to translate strategy into execution with measurable impact on revenue, margins, and client satisfaction
• Strong business acumen with experience managing P&L, KPIs, and enterprise-level initiatives
• Advanced understanding of contact center technologies, CRM platforms, and performance analytics
• Exceptional interpersonal, communication, and executive presence
• Proven track record of building and mentoring high-performing teams
• Expertise in conflict resolution, change management, and strategic decision-making
• Technologically adept with fluency in Microsoft Office Suite and enterprise collaboration tools
• Willingness to travel frequently across domestic and international sites
  
  
  

Preferred Qualifications

• Bachelor’s degree required; MBA or equivalent executive education strongly preferred
• Experience managing remote and on-site teams at scale
• Exposure to public-sector, government, or military programs
• Background in M&A integration, digital transformation, or global expansion initiatives
  
  
  

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

All MCI Locations

• Must be authorized to work in the country where the job is based.
  
  
  

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)
  
  
  

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.