Global Enterprise Operations Leader—BPO & AI

Arrivia, Inc.; Scottsdale (AZ); On-site; USD 250,000 - 350,000; Full time

Job summary

Arrivia, Inc. is seeking a Senior Vice President of Enterprise Operations to establish and govern shared infrastructure, standards, and capabilities across global operating sites and contact centers.

The role reports to the CEO and drives enterprise-level site management, BPO strategy, workforce planning, training infrastructure, and operational excellence. The position partners with business-line leaders to create enterprise standards, improve capacity deployment, strengthen resilience, and

Qualifications

• 12+ years of progressive operations leadership experience, including multi-site/global scope.
• Experience leading enterprise shared services or operational infrastructure across multiple business lines.
• Deep contact-center operating experience, including workforce management, quality, training, capacity planning, and operational tech.
• Experience overseeing domestic, nearshore, and offshore locations.
• BPO strategy and vendor-management experience including sourcing, negotiations, governance, and capacity allocation.
• Proven ability to establish enterprise KPIs, standards, and continuous-improvement programs.
• Experience implementing workforce-management, learning tech, analytics, automation, or AI-enabled solutions.
• Strong financial acumen with budgets, business cases, and ROI analysis.
• Ability to influence line-of-business leaders in a matrixed org, with clear decision rights.

Responsibilities

• Provide enterprise site management across global locations and contact centers.
• Develop and execute enterprise BPO strategy with vendors and governance.
• Establish common forecasting, scheduling, and capacity-planning processes.
• Build shared onboarding, training infrastructure, and learning content governance.
• Define enterprise KPIs, quality frameworks, and benchmarking standards.
• Identify and govern automation and AI opportunities in operations.
• Lead centralized quality assurance, workforce analytics, and tech administration.
• Establish governance, service standards, escalation paths, and accountability.

Skills

Operations leadership

Multi-site/global operations

Contact-center operations

BPO strategy & vendor-management

Forecasting & workforce management

Performance management

Budgeting & ROI analysis

Influencing senior leaders

Education

Bachelor's degree

Advanced degree preferred

Tools

Workforce-management platforms

Learning technologies

Analytics platforms

Automation/AI solutions

Job description

Arrivia, Inc. is seeking a Senior Vice President of Enterprise Operations to establish and govern shared infrastructure, standards, and capabilities across global operating sites and contact centers.

The role reports to the CEO and drives enterprise-level site management, BPO strategy, workforce planning, training infrastructure, and operational excellence. The position partners with business-line leaders to create enterprise standards, improve capacity deployment, strengthen resilience, and