President, MCI Technology Division

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 a leading tech‑enabled business services company that delivers Customer Experience (CX), Business Process Outsourcing (BPO), and Anything‑as‑a‑Service (XaaS) cloud technology solutions across multiple industries and geographies. MCI’s contact centers combine on‑site and remote agents and leverage advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

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.

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.
• 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).

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.

The job operates in a professional office environment. 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 may occasionally need to move about the office, reach in any direction, raise or lower objects, and move objects from place to place, holding onto objects and exerting force up to forty (40) pounds.

Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates 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, 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.