Global Head of Enterprise Operations

arrivia; Scottsdale (AZ); On-site; USD 250,000 - 450,000; Full time

Job summary

arrivia is seeking a Senior Vice President, Enterprise Operations to establish and govern shared infrastructure, standards, and capabilities across global operating sites and contact centers. Reporting to the CEO, this role drives enterprise-wide site management, BPO strategy, WFM, training infrastructure, and operational excellence.

The role partners with business-line leaders to create consistent enterprise standards, improve capacity deployment, and scale proven practices across geographies

Qualifications

• 12+ years of progressive operations leadership experience across multi-site or global operations.
• Experience leading enterprise shared services or operational infrastructure across lines.
• Deep contact-center operating experience including WFM, quality, training, CTI/OT.
• Experience overseeing domestic, nearshore, and offshore locations.
• BPO strategy and vendor-management including governance and ROIs.
• Proven ability to establish KPIs, standards, and continuous-improvement programs.
• Experience with workforce-management platforms, analytics, and automation or AI-enabled solutions.
• Strong financial acumen with budgets, business cases and vendor economics.
• Ability to influence line-of-business leaders in a matrixed org; clear decision rights.
• Ability to build governance models and scalable operating disciplines across geographies.
• Travel to domestic and international sites expected.

Responsibilities

• Global site and location management with enterprise oversight of multiple sites.
• Develop and manage enterprise BPO strategy, vendor selection, and governance.
• Establish forecast, scheduling, capacity planning, and WFM standards across units.
• Build onboarding, leadership development, and training infrastructure.
• Define KPIs, quality frameworks, and continuous-improvement processes.
• Identify and govern automation and AI opportunities in contact-center ops.
• Lead centralized QA, analytics, and tech administration to improve scale.
• Set operating rhythms, service standards, and escalation paths enterprise-wide.
• Partner with business lines to align shared capabilities with product/client needs.
• Develop and retain a high-performing enterprise operations team.
• Ensure risk and continuity planning for site disruptions and vendor failures.

Skills

Leadership

Global operations

BPO strategy

Workforce management

Training infrastructure

Operational excellence

Automation & AI adoption

Education

Bachelor's degree

Advanced degree

Job description

arrivia is seeking a Senior Vice President, Enterprise Operations to establish and govern shared infrastructure, standards, and capabilities across global operating sites and contact centers. Reporting to the CEO, this role drives enterprise-wide site management, BPO strategy, WFM, training infrastructure, and operational excellence.

The role partners with business-line leaders to create consistent enterprise standards, improve capacity deployment, and scale proven practices across geographies