Chief Operating Officer

3 weeks ago

Chennai, India LEMONPEAK Full time

Job description Lemonpeak is looking for a strategic and execution-driven senior leader to head our BPO Division. This role reports directly to leadership and is responsible for P&L ownership, revenue growth, client expansion, operations, quality, and large-scale people management across multi-site teams. This is a rare opportunity to operate like an entrepreneur inside the organization — you will have the autonomy and ownership to build, expand, and lead the entire BPO business unit end-to-end while shaping Lemonpeak’s next phase of growth. Key Responsibilities 1. P&L & Revenue Ownership • Own the complete P&L for the BPO division. • Deliver consistent month-over-month revenue and profit growth. • Improve financial efficiency through strong operational and cost controls. • Lead annual planning, budgeting, forecasting, and performance reviews. 2. Operations Leadership • Oversee day-to-day delivery across Chennai & Noida teams. • Lead sales, customer support, retention, QA, training, WFM, and delivery operations. • Build scalable systems, automation, and SOPs to increase efficiency and reduce errors. • Ensure all operational KPIs are consistently achieved. 3. Business Development & Client Expansion • Bring in new clients and open new verticals aligned with Lemonpeak’s capabilities. • Grow existing accounts through upsells, expansions, and improved delivery performance. • Act as the senior point of contact for U.S. clients across telecom, internet services, and support processes. 4. Quality & Governance • Strengthen QA frameworks, audits, and compliance systems. • Reduce escalations, cancellations, and chargebacks through continuous improvement. • Oversee training, coaching, and capability-building initiatives. 5. People Leadership • Lead, mentor, and inspire large teams across multiple locations. • Work closely with HR to enhance culture, retention, and leadership development. • Build a strong succession pipeline of Team Leads, Managers, and functional heads. • Promote transparency, accountability, and a performance-driven environment. 6. Strategy & Execution • Translate organizational vision into operational strategy and on-ground execution. • Drive quarterly OKRs and ensure cross-functional alignment. • Adopt automation tools and AI-driven initiatives to scale faster. • Build a solid operational foundation for long-term growth. Requirements • 15+ years of BPO/Call Center leadership experience, with at least 10 years in senior management. • Proven track record of P&L ownership, revenue growth, and scaling operations. • Experience managing 200+ seat operations across multi-site environments. • Strong exposure to U.S. client processes (telecom, sales, support, retention, etc.). • Demonstrated success in business development and client expansion. • Excellent leadership, communication, and stakeholder management skills. • Deep understanding of quality systems, compliance, and delivery governance. • Must be based in Chennai and comfortable with a hands-on, in-office leadership role. ⭐ Preferred Skills • Experience in high-volume sales or customer support environments. • Familiarity with AI-driven operations and CRM automation. • Strong analytical and decision-making capabilities. • Ability to scale teams quickly while maintaining strong quality outcomes.

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