Chief Operating Officer

12 hours ago

Chennai, Tamil Nadu, India LEMONPEAK Full time ₹ 12,00,000 - ₹ 36,00,000 per year

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.

  1. 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.

  1. 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.

  1. Quality & Governance


• Strengthen QA frameworks, audits, and compliance systems.


• Reduce escalations, cancellations, and chargebacks through continuous improvement.


• Oversee training, coaching, and capability-building initiatives.

  1. 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.

  1. 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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