Associate Director of Operations – US Account (BPO)

About the role

The Associate Director of Operations will lead large‑scale US‑based BPO accounts, ensuring operational excellence, client satisfaction and financial performance. Reporting to senior leadership, you will oversee multiple teams, drive key performance indicators and act as the primary liaison for US clients.

Key responsibilities

• Lead end‑to‑end operations for US accounts, meeting client SLAs and business targets.
• Drive performance across NPS/CSAT, QA, AHT, productivity, revenue and cost efficiency.
• Monitor daily, weekly and monthly performance reports and implement corrective actions.
• Serve as the main point of contact for US clients, leading governance meetings, business reviews and escalation handling.
• Develop and coach Operations Managers, Team Leaders and support functions, fostering a high‑performance culture.
• Manage account P&L, budgeting, cost control and resource planning.
• Collaborate with Quality, Training, WFM, HR and IT to launch improvement, automation and innovation initiatives.
• Identify cost‑reduction opportunities and support business growth through expansion and upselling.

Required profile

• 8–12+ years of experience in BPO or contact‑center operations.
• Proven track record managing large US accounts and delivering client satisfaction.
• Experience overseeing P&L, budgeting and financial performance.
• Strong leadership, communication and stakeholder‑management abilities.
• Ability to analyse data, drive process improvement and support strategic planning.

Required skills