Global CX & BPO Executive Leader

MCI Careers; Florida; Hybrid; USD 350,000 - 600,000; Full time

Job summary

MCI is seeking a President to lead its global contact center network across domestic and international markets, driving strategic priorities, performance, and long-term growth for the organization.

You will champion customer experience (CX) innovation, optimize operations across sales, service, training, and workforce management, and build world‑class leadership teams while strengthening client partnerships and stakeholder relationships.

Qualifications

• 20+ years of leadership in call center, BPO, or CX industries.
• 10+ years in executive or multi-site operational roles with scaling success.
• Translate strategy into execution with measurable impact on revenue and client satisfaction.
• Experience managing P&L, KPIs, and enterprise-level initiatives.
• Advanced understanding of contact center technologies and CRM platforms.
• 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.
• Fluency with Microsoft Office Suite and enterprise collaboration tools.
• Willingness to travel frequently across domestic and international sites.

Responsibilities

• Strategic Leadership: Define and execute enterprise-wide strategies for revenue, profitability, and customer satisfaction.
• Operational Oversight: Align all business units and affiliates across multi-location centers.
• Culture & Talent Development: Build high-performance leadership across all levels.
• Customer Experience Innovation: Elevate CX across sales, service, QA, training, and WFM.
• Revenue Acceleration: Drive data-informed growth and client delivery.
• Cross-Functional Alignment: Unify collaboration across departments for seamless execution.
• External Representation: Build client and partner relationships and strengthen brand.

Skills

Leadership experience

Executive leadership

Strategy translation

P&L management

KPIs

CX/call center tech

Communication

Team mentoring

Change management

Office software

Travel willingness

Education

MBA or executive education

Bachelor's degree

Tools

CRM platforms

Performance analytics

Office software

Job description

MCI is seeking a President to lead its global contact center network across domestic and international markets, driving strategic priorities, performance, and long-term growth for the organization.

You will champion customer experience (CX) innovation, optimize operations across sales, service, training, and workforce management, and build world‑class leadership teams while strengthening client partnerships and stakeholder relationships.