Site Director: Launch & Scale a New Contact Center

VXI Global Solutions; El Paso (TX); On-site; USD 150,000 - 210,000; Full time

Job summary

VXI Global Solutions in the United States is seeking a Site Director / Operations Director to lead a new contact center launch and scale operations. You will own P&L, drive site performance, and build high-performing leadership teams across functions.

The role requires launching greenfield sites, managing 500+ employees, and delivering client satisfaction with a focus on engagement and efficiency. As the on-site leader you will partner with HR, IT, facilities, and operations to create a

Qualifications

• Bachelor's degree in business administration, operations management, or a related field.
• 15+ years of progressive contact center operations experience.
• 5+ years leading large-scale contact center operations as a Director, Senior Director, Site Leader, or equivalent.
• Proven experience launching and scaling new contact center sites.
• Experience managing operations of 500+ employees, with scalability to 1,000+ employees preferred.
• Financial management experience including budgeting, forecasting, and P&L ownership.

Responsibilities

• Lead the end-to-end launch and build-out of a new customer service/contact center site.
• Partner with Executive Leadership, HR, IT, Facilities, Workforce Management, Talent Acquisition, and Training to launch operations.
• Develop and execute site startup plans including hiring, onboarding, ramp-up, and governance.
• Establish operating procedures, reporting structures, and performance management frameworks.
• Foster a high-performance culture and lead employee engagement, retention, and leadership development.
• Own overall site performance including service levels, quality, customer satisfaction, productivity, and financial results.
• Lead multiple operational teams and ensure achievement of KPIs, SLAs, and commitments.
• Drive continuous improvement initiatives and best practices in WFM, QA, training, and performance management.
• Build strong client relationships and serve as executive sponsor for key partners.
• Manage site P&L, budgeting, and resource planning; support growth initiatives and multi-year expansion strategies.
• Ensure compliance with labor laws, security requirements, and audits.

Skills

Leadership

Site launch experience

P&L management

Cross-functional leadership

Strategic thinking

Stakeholder management

Education

Bachelor's degree in business administration or related field

Job description

VXI Global Solutions in the United States is seeking a Site Director / Operations Director to lead a new contact center launch and scale operations. You will own P&L, drive site performance, and build high-performing leadership teams across functions.

The role requires launching greenfield sites, managing 500+ employees, and delivering client satisfaction with a focus on engagement and efficiency. As the on-site leader you will partner with HR, IT, facilities, and operations to create a