Director, Client Relations – Staff Augmentation

We are looking for a strategic and operational Delivery Lead to lead our Professional Services organization across Digital Marketing, AI Search, and Digital Experience.

This is a General Manager-level role responsible for customer outcomes, delivery excellence, profitability, growth, people leadership, and AI-driven innovation across multiple service lines.

What You’ll Do

• Lead multidisciplinary teams across Paid Media, SEO, Local Search, GEO, AI Search, Analytics, Content, Digital Experience, CRO, and Consulting.
• Own delivery quality, customer satisfaction, utilization, capacity planning, forecasting, and profitability.
• Build scalable SOPs, playbooks, governance, QA frameworks, and delivery processes.
• Partner with Customer Success and Sales on enterprise relationships, executive engagements, RFPs, SOWs, pricing, renewals, and expansion.
• Drive AI-first delivery, automation, and new service offerings to improve productivity, quality, and margins.
• Build dashboards and operating mechanisms to improve delivery predictability and operational efficiency.
• Lead and develop managers and multidisciplinary teams, building a strong leadership pipeline and high-performance culture.

What We’re Looking For

• 15+ years of experience in Digital Marketing, Agency Services, Professional Services, or Digital Consulting.
• 7+ years leading multidisciplinary delivery organizations.
• Strong experience managing enterprise customers, large teams, and multiple service lines.
• Strong understanding of digital marketing, SEO, analytics, content, digital experience, and emerging AI Search / GEO capabilities.
• Proven expertise in Professional Services financial management, forecasting, utilization, margins, pricing, SOWs, and account growth.
• Excellent executive communication and stakeholder management skills.

Success Looks Like

• Strong GRR, NRR, CSAT/NPS, and customer health
• Professional Services revenue and margin growth
• Improved utilization, delivery predictability, and profitability
• Increased cross-sell, upsell, and new service adoption
• Higher AI adoption and operational efficiency
• Strong leadership development, engagement, and retention

The Ideal Candidate

You are a General Manager, Professional Services Leader, Digital Strategist, and AI-first Operator who knows how to bring multiple capabilities together into a scalable, profitable, customer-focused delivery organization.

You don't need to be the deepest expert in every function—you need to know how to connect the dots, challenge experts, lead teams, and deliver measurable business outcomes.

What We Offer

• Competitive compensation and performance incentives
• Comprehensive benefits
• Global, collaborative, and innovative environment
• Career growth and professional development
• Opportunity to build and scale an AI-first Professional Services organization

Duties and Responsibilities

1. Build, lead, and motivate large teams, fostering a growth mindset and high performance
2. Develop and execute business strategies aligned with the company's vision to drive revenue, client acquisition, and market share expansion
3. Lead new account acquisition, product development, and management of the existing product suite
4. Build and maintain strong relationships with key clients, providing regular advice on market opportunities and trading strategies
5. Innovate and leverage technology for new product launches and cost optimization.
6. Ensure high levels of customer experience and satisfaction.
7. Analyze market trends, customer feedback, and competitor activities to identify new business opportunities and cross-selling avenues
8. Oversee day-to-day operations, ensuring efficiency and regulatory compliance across all channels
9. Present and implement plans for client base and revenue growth, operational efficiency, cost optimization, and digitization
10. Helping clients on their Investments and managing their overall financial portfolio and deepening the wallet from existing clients.
11. Prepare and present investment and portfolio reports to clients, and conduct meetings or presentations as needed
12. Achieve revenue and client activation targets through effective advisory and relationship management
13. Attain through knowledge about stock market terms and trading practices

About the Company

The client is an agentic AI workflow transformation startup. They help businesses transform traditional processes into SMART processes — Scalable, Minimal Cost, AI-led, Reliable, and Turbo Charged. By combining Artificial Intelligence with human-in-the-loop expertise, we make business processes highly accurate, faster, and 30–90% more cost-efficient.

Their solutions currently span three key areas:

• Intelligent Document Processing: Accounting ledger matching, invoice processing, ID/KYC document processing, bank statements, and more.
• Product & Content Operations: Content moderation, product cataloguing, image editing, and related workflows.
• Interaction Management - Voice Bots, Auto Quality Assurance [voice & text], CRM, ticketing etc 

About the Role

We are looking for an Associate Director – Growth, Sales & Delivery who can operate at the intersection of B2B growth, client engagement, solution delivery, and technology.

This role is ideal for someone who can identify and develop business opportunities, engage with clients to understand their requirements, work closely with engineering teams to shape solutions, and drive those solutions from ideation to delivery.

The role sits within the Intelligent Document Processing business, one of the key revenue-generating verticals, with a strong focus on use cases such as invoice processing, KYC, and other document-intensive business processes.

Key Responsibilities

1. B2B Growth & Business Development

• Identify and develop new B2B business opportunities and client relationships.
• Engage with prospective clients to understand their business challenges and identify opportunities for AI-led solutions.
• Contribute to GTM initiatives, commercialisation strategies, and early-stage solution discovery.
• Build and leverage relevant industry relationships and networks to generate opportunities.
• Take ownership of opportunities from initial conversations through solution definition.

2. Solution Delivery & Ownership

• Work closely with engineering and delivery teams to translate client requirements into practical solutions.
• Own the solutioning and delivery journey from ideation to implementation.
• Coordinate with internal teams to ensure solutions are delivered effectively and aligned with client expectations.
• Understand business requirements and translate them into clear solution approaches.
• Drive execution with a strong sense of ownership and delivery orientation.

3. Technology & Solutioning

• Bring a good understanding of technology and modern AI/automation tools.
• Work with technical teams to define solution blueprints and approaches.
• Ability to understand and leverage technology platforms and tools to develop or prototype solutions.
• Coding expertise is not mandatory, but familiarity with technology, cloud platforms, AI tools, and solution development will be an advantage.

What We're Looking For

• 3+ years of experience, with flexibility for exceptional candidates with ~1 year of experience who demonstrate strong relevant capabilities.
• Strong exposure to B2B growth, business development, sales, client engagement, or solution consulting.
• Experience working with clients and taking ownership of opportunities from discovery to execution.
• Strong delivery and ownership mindset, with the ability to work effectively with engineering/technical teams.
• Understanding of technology and ability to participate in solution design discussions.
• Experience in oice processing, or related domains will be highly relevant.
• Strong communication, problem-solving, and stakeholder management skills.
• Candidates from IITs, IIITs, NITs, BITS, and other premier engineering institutions would be preferred, particularly where combined with relevant industry experience.

Good to Have

• Experience with AI/automation-led solutioning or technology consulting.
• Familiarity with cloud platforms and modern AI/technology tools.
• Prior experience in a technical role, product/solution role, or engineering environment.
• Experience working with organisations in the intelligent document processing / AI automation ecosystem.

Why choose us?

You will play a key role in building and scaling AI-led business solutions, working across clients, business development, solutioning, and engineering.

Our proprietary StepZero platform enables us to move rapidly from ideation to a working solution, typically within a few weeks, while our outcome-based approach focuses on delivering measurable business value rather than traditional headcount-based services.

This is an opportunity for someone who wants to combine business growth, client-facing ownership, solution delivery, and technology in a single role.

About Discover Dollar

Discover Dollar helps large enterprises recover lost profit through AP recovery audits, contract compliance reviews, and profit leakage prevention. We work with major retail, manufacturing, CPG, healthcare, and insurance organizations including Target, ABInBev, Carrier, Canadian Tire, etc. to find and recover money that falls through the cracks of complex procure-to-pay processes.

The Role

We're looking for a Sales Director to scale our existing sales team and drive revenue growth across both direct enterprise sales and partnership-led channels. This is a player-coach role: you'll manage and develop a team of SDRs while staying close enough to the pipeline to unblock deals, shape strategy, and represent Discover Dollar in front of senior enterprise stakeholders (CFO, VP Finance, Controller, Head of AP).

You'll report directly into leadership and have real influence over how we scale go-to-market.

What You'll Do

• Lead and scale the team - Manage, coach, and grow a team of sales reps/SDRs; build repeatable processes for pipeline management, forecasting, and deal reviews.
• Own direct enterprise sales - Drive new logo acquisition and expansion within existing accounts, engaging CFOs, VPs of Finance, Controllers, and Heads of AP.
• Build and manage the partnership motion - Work alongside our partnerships team to convert channel relationships with BPO, ERP/SI, and advisory firms (e.g. benchmarking and strategic advisory partners) into qualified pipeline and closed revenue.
• Own the number - Be accountable for team quota, accurate forecasting, and pipeline health; report regularly to leadership on performance, blockers, and course corrections.
• Refine the GTM motion - Bring structure to messaging, qualification criteria, and deal stages as we drive toward a repeatable, team-driven model.
• Represent Discover Dollar externally - Lead executive-level conversations, present findings and value propositions to senior enterprise stakeholders, and negotiate contract terms.
• Collaborate cross-functionally - Work closely with audit, product, and marketing teams to ensure sales commitments align with delivery capability, and that market feedback shapes product and content strategy.

What we're looking for

• 10-15 years of B2B sales experience, with at least 3-5 years in a sales leadership/management role scaling a team (not just an IC background).
• Proven track record selling into enterprise accounts in the US and Canada market. Experience with CFO/Finance/AP stakeholders is a strong plus, especially in cost recovery, audit, procurement, fintech, or adjacent B2B SaaS/services categories.
• Experience running both direct sales and partner/channel motions. You understand how to build pipeline through partnerships (BPO, ERP/SI, advisory) in addition to direct outbound and inbound.
• Demonstrated ability to build sales processes from a relatively early stage (pipeline hygiene, forecasting discipline, coaching frameworks) rather than just operating inside an existing mature system.
• Strong executive presence; comfortable being the face of the company in high-stakes conversations with senior finance and procurement leaders.
• Data-driven approach to pipeline and team management; comfortable owning and defending a number.
• Excellent written and verbal communication; ability to translate complex value propositions (financial recovery, ROI, compliance risk) into crisp, executive-ready narratives.

Nice to Have

• Experience selling audit, compliance, cost-recovery, or fintech/SaaS solutions into Fortune 1000 accounts.
• Familiarity with partnership/channel GTM models (referral, co-sell, contingency-based).
• Experience scaling a sales team from single digits into a larger, structured org.
• Exposure to selling both services-led and SaaS-led offerings in parallel.

What We Offer

• A high-ownership role with direct influence on GTM strategy, not just execution.
• Direct access to founders and leadership; fast decision cycles.
• Competitive base + uncapped variable compensation tied to team and individual performance.
• The opportunity to build a scaled sales function from the ground up at a fast-growing company already working with marquee enterprise clients.

15+ years of IT Delivery and Technology Services experience.

15+ years managing large offshore delivery organizations.

Proven leadership of portfolios exceeding 200+ resources.

Financial Services or Banking experience is a MUST

Extensive technical experience in Data Engineering, Data Platforms, Data Brics.

Cloud Data Transformation Programs, Data Warehousing, Azure Data Platform and compliance experience

What You’ll Do:

In the Platform (30–40% of your time)

• Review cloud and data architectures to identify gaps and risks.
• Lead technical triage on P1 incidents — be comfortable on bridge calls and know the right questions to ask.
• Stay hands-on with automation, scripting, and platform operations; you're not above writing the runbook yourself.
• Conduct FinOps reviews including cost anomaly analysis, licence audits, and resource right-sizing, bringing a technical and commercial lens.
• Stress-test transition readiness and define the gates before services move into BAU.

Running the Service (60% of your time)

• Own SLA performance and the RAID log across multiple client engagements.
• Lead sprint retrospectives and daily stand-ups with a strong understanding of Agile ways of working.
• Create executive service review packs that are crisp, data-driven, and actionable.
• Manage the Run / Change / Project boundary and protect BAU capacity from scope creep.
• Mentor and performance-manage a team of engineers, with a strong understanding of technical quality and delivery.
• Navigate commercial structures including fixed retainers, capacity tokens, and NTE caps.

With Clients

• Build trusted relationships with CXO and VP-level stakeholders through technical credibility.
• De-escalate challenging situations with empathy, clarity, and precision.
• Run effective Executive Business Reviews (EBRs) that build client confidence and demonstrate tangible value.

What We’re Looking For

You came up through the technical side — cloud engineering, data engineering, platform, or DevOps — and over time started solving problems beyond purely technical challenges. You now want a role that explicitly combines technical depth, service delivery, operations, and client leadership.

Specifically:

• 8+ years of experience working in cloud and data environments, with meaningful experience in managed services or operational delivery.
• Hands-on expertise in at least one major platform: Azure, AWS, GCP, Snowflake, or Databricks.
• Ability to read infrastructure and diagnose issues at the code/configuration level, not just through dashboards.
• Experience managing complex client relationships, including difficult or escalated conversations.
• Practical working knowledge of ITIL (Incident, Problem, Change) and Agile methodologies.
• Commercial exposure to SOW management, scope negotiation, and capacity planning.
• Strong operational judgment developed through handling critical incidents and making decisions with incomplete information.
• Strong communication, stakeholder management, and team leadership skills.

You don't need to have had "Service Delivery Manager" in your previous title. If your background is in senior data, cloud, platform, or DevOps engineering and you've also handled operations, governance, service delivery, and client-facing responsibilities, we'd like to hear from you.

What You’ll Get

• Opportunity to work across industries, clients, and technologies.
• Exposure to global businesses and complex technology environments.
• Access to technical IP, frameworks, playbooks, and accelerators.
• Exposure to a broad ecosystem of technologies.
• Mentorship and support from experienced senior consultants and technical leaders.
• Strong learning and development support, including certifications, training, hackathons, and mentoring.
• Transparent career progression and structured performance reviews.
• Opportunities to strengthen public speaking, consulting, and leadership skills.
• Comprehensive health insurance.
• Recognition, rewards, and long-term incentives.
• A collaborative environment with regular team and social activities.

Interview Process

The interview process consists of four stages:

1. Technical Online Screening – Baseline assessment of problem-solving and technical capabilities.
2. Introductory & Cultural Assessment – Discussion around experience, career goals, and alignment.
3. Technical Assessment – Detailed evaluation of technical competency by the technical panel.
4. Final Round – Final assessment covering technical depth, leadership, and overall fit.

Job Description: International Staffing Sales Manager

Location: Hyderabad (Hybrid) / Remote (India)

Experience: 6–12 Years

Employment Type: Full-Time

About Knacklabs.ai

Knacklabs.ai is an AI-first talent and engineering solutions company helping global startups and

enterprises build high-performing technology teams. We specialize in AI Engineering, Product

Engineering, Agentic AI, Data Engineering, QA Automation, Cloud, DevOps, and Digital Product

Development. Our focus is on delivering exceptional engineering talent through Staff

Augmentation, Dedicated Teams, Contract-to-Hire, and Permanent Hiring.

Role Overview

We are looking for a results-driven International Staffing Sales Manager to drive new business

growth across the US, Canada, Europe, Australia, and the Middle East. The ideal candidate has a

proven track record of selling IT staffing, staff augmentation, and engineering services to global

clients.

Key Responsibilities

 Develop and execute a strategic sales plan to generate international staffing business.

 Identify and engage prospective clients through outbound prospecting, networking,

LinkedIn, and referrals.

 Build relationships with CTOs, Engineering Managers, Product Leaders, Talent Acquisition

Heads, Procurement teams, and founders.

 Own the complete sales lifecycle from lead generation through contract closure.

 Sell staffing solutions across AI, Software Engineering, QA, Cloud, DevOps, Data Engineering,

and Product Engineering.

 Collaborate with recruitment and delivery teams to ensure successful fulfillment.

 Negotiate proposals, rate cards, MSAs, and SOWs.

 Maintain CRM pipeline and sales forecasts.

 Drive account growth through upselling and repeat business.

Required Qualifications

 Bachelor's degree in Business, Engineering, Marketing, or related field.

 4–8 years of international IT staffing or technology services sales experience.

 Experience selling into US and global markets.

 Strong consultative selling, negotiation, and communication skills.

 Experience using CRM tools.

Preferred Qualifications

 Existing network of global technology hiring managers.

 Experience selling AI engineering or digital engineering services.

 Knowledge of MSAs, SOWs, and staffing agreements.

Key Skills

International IT Staffing Sales, Staff Augmentation, Business Development, Enterprise Sales,

Consultative Selling, Lead Generation, Account Management, CRM, Contract Negotiation, AI

Hiring, Product Engineering, Cloud & DevOps Staffing.

Success Metrics

Revenue achievement, new client acquisition, qualified pipeline, conversion rate, gross margin,

client retention, and customer satisfaction.

Why Join Knacklabs.ai

Work with global startups and enterprises, sell high-demand AI talent solutions, enjoy a

collaborative culture, competitive compnsation, and strong career growth opportunities

. Position Overview NIT DATA is looking for a senior, revenue-owning enterprise sales professional with a strong track record in IT staffing and technology services sales. The role will focus on acquiring and expanding relationships with premium enterprise organizations, GCCs, technology companies and global organizations looking to build or scale India-based technology teams. This is an end-to-end hunting and client acquisition role—not a pure SDR, lead-generation or appointment-setting position. The successful candidate will own the commercial journey from ICP/account identification and relationship building through meetings, presentations, solution positioning, proposals, negotiations, client onboarding and revenue generation. 2. What the Candidate Will Sell • IT Contract Staffing and Staff Augmentation • Contract-to-Hire (C2H) • Permanent / FTE Hiring • Project-Based Hiring and Technology Teams • Remote / Offshore Technology Resources • RPO and Recruitment Solutions • Dedicated Technology PODs • ODC / Offshore Development Models • GCC Talent and Team Build-Out • BOT (Build-Operate-Transfer) engagements • Managed staffing / workforce solutions 3. Core Responsibilities Enterprise Client Acquisition & New Logo Hunting • Identify and target premium enterprise organizations within NIT DATA’s Ideal Customer Profile (ICP). • Build and execute account-entry strategies for strategic target accounts. • Identify organizations with technology hiring, transformation, GCC expansion, project or workforce requirements. • Develop relationships with CXOs, CHROs, CIOs, CTOs, Heads of Engineering, TA Heads, GCC leaders and Procurement stakeholders. • Map multiple stakeholders within strategic accounts and build multi-threaded relationships. • Generate qualified opportunities through outbound prospecting, referrals, networking, events, LinkedIn and account-based selling. Staffing & Technology Services Sales • Sell contract staffing, C2H, permanent hiring, project-based hiring, staff augmentation, dedicated teams and remote technology resources. • Understand staffing commercials including bill rate, pay rate, markup, margin, conversion fees, contract duration, replacement terms and payment terms. • Understand MSA, SOW, rate-card and procurement/vendor-onboarding processes. • Identify opportunities to move from individual-resource hiring into larger team, POD, project, ODC or managed-service engagements. GCC / ODC / BOT Business Development • Identify organizations setting up, expanding or transforming GCCs in India. • Engage GCC Heads, Site Leaders, CIO/CTO organizations, Global TA leadership and Procurement. • Position staffing, dedicated teams, ODC, POD and BOT models based on client requirements. • Identify GCC build-out opportunities involving leadership hiring, engineering teams, niche technology talent and scale-up requirements. • Understand the commercial and stakeholder complexity of offshore / India delivery models. Global Client & Remote Resource Acquisition • Acquire global clients seeking India-based or remote technology resources. • Experience selling to US, UK, Europe, Middle East, APAC or other international organizations is preferred. • Understand global procurement, vendor onboarding, commercial negotiation and stakeholder-management processes. • Build long-term relationships with global organizations that can generate recurring India-based hiring or project opportunities. Project-Based Hiring & Solution Selling • Generate business where clients require teams rather than only individual resources. • Identify opportunities across AI/ML, Data, Cloud/DevOps, SAP, Salesforce, ServiceNow, Product Engineering, QA, Cybersecurity and other technology domains. • Work with solution/delivery teams to shape the right engagement model. • Translate client business and workforce problems into staffing, POD, ODC, BOT or project-based solutions. End-to-End Sales Ownership Own the complete commercial lifecycle: Prospecting → Account Mapping → Relationship Building → Discovery → Meeting → Presentation → Solution → Proposal → Negotiation → MSA/SOW → Onboarding → First Requirement → Fulfilment → Revenue → Account Expansion • Conduct client meetings, presentations, workshops and executive discussions. • Prepare and present proposals, commercials and solution presentations. • Lead negotiations and coordinate internal stakeholders through contract closure. • Drive client onboarding and ensure the first requirement is generated quickly. • Build repeat business and expand wallet share across accounts. 4. Client Meetings & Travel • Comfortable with face-to-face enterprise selling and frequent business travel. • Conduct CXO and senior stakeholder meetings. • Represent NIT DATA at industry conferences, GCC forums, networking events and client workshops. • Travel across major Indian technology markets including Hyderabad, Bengaluru, Chennai, Pune, Mumbai and Delhi NCR as required. 5. New-Age Sales Tools & Technology The candidate must be comfortable with technology-enabled selling and should have hands-on experience using modern sales intelligence, engagement, CRM and AI productivity tools. Category Examples Prospecting & Account Intelligence LinkedIn Sales Navigator, Apollo, ZoomInfo, Lusha, Crunchbase, Clay, RocketReach, 6sense or similar Sales Engagement Outreach, Salesloft, Apollo Sequences, HubSpot, Salesforce, Zoho, Freshsales AI & Productivity ChatGPT, Microsoft Copilot, Gemini, Claude, AI account research, AI email personalization, AI meeting preparation CRM & Pipeline Salesforce, HubSpot, Zoho or equivalent CRM; pipeline, forecasting and activity tracking 6. Revenue Ownership This is a quota-carrying / revenue-generating position. The candidate must be able to demonstrate measurable commercial results from previous roles. • New client acquisition • New revenue generation • Gross margin contribution • Strategic account growth • Project / team-based revenue • GCC / ODC / BOT opportunity creation • Pipeline development and forecasting 7. Ideal Candidate Profile • 8–15 years of B2B sales / business development experience. • Strong IT staffing / recruitment / IT services sales background. • Proven enterprise client acquisition and new-logo hunting experience. • Experience owning the complete sales cycle from prospecting to closure and onboarding. • Demonstrated success with contract staffing and project-based hiring. • Exposure to GCC, ODC, BOT, offshore delivery or dedicated team models. • Experience selling India-based or remote technology resources to global organizations. • Strong CXO, HR, TA, Procurement and business stakeholder engagement skills. • Excellent presentation, negotiation, consultative selling and relationship-management skills. • Willingness to travel extensively for client acquisition and relationship development. • Strong adoption of modern sales tools, CRM, sales intelligence and AI-enabled GTM tools. 8. Preferred Industry Background • IT Staffing / Workforce Solutions • Technology Recruitment • IT Services / Digital Engineering • Managed Services • Offshore Development / ODC • GCC advisory / setup ecosystem • RPO / Recruitment Solutions • Engineering Services • Technology Consulting 9. Key Stakeholders the Candidate Should Have Sold To • CIO / CTO / CDO • CHRO / Chief People Officer • VP / Director – Engineering or Technology • Head of Talent Acquisition / Recruitment • Head of GCC / GCC Site Leader • Global TA / Workforce Planning Leaders • Procurement / Strategic Sourcing • Vendor Management / MSP • Business Unit and Delivery Leaders

MEET COMPASS

We are a Business Process Outsourcer (BPO) committed to fostering brand growth through outstanding customer experiences. Compass was founded by e-commerce pioneers who struggled to find an equally innovative customer service partner. Many companies view customer care as merely a cost center, but we believe it offers much more! If you enjoy delighting customers and leveraging data to provide valuable insights to clients, Compass could be your ideal workplace!

Director, IT Support ( Call Center Operations)

The Director, IT Support Operations serves as the subject matter expert for all IT support contact center solutions across Compass. This role provides strategic and operational leadership for multiple IT Support Operations Managers overseeing client programs within a high-volume, multi-channel BPO environment.

The Director is responsible for ensuring the delivery of high-quality, efficient, and cost-effective IT support services across voice (inbound/outbound), chat, email, ticketing, and other customer support channels. This role partners closely with clients and internal stakeholders to drive operational excellence, achieve contractual service level agreements (SLAs), optimize financial performance, and foster a strong employee culture.

Key responsibilities include incident management oversight, workforce and performance management, client relationship management, continuous process improvement, quality assurance, and operational scalability. The Director ensures consistent execution of support services across technical support, software support, infrastructure-related support functions, and other IT service offerings while maintaining a strong focus on customer experience, operational efficiency, and business results.

This is a remote, work-from-home position. Candidates must maintain a dedicated, professional workspace with a reliable high-speed internet connection capable of supporting voice, video, and system requirements. To ensure business continuity and operational reliability, candidates must also have access to backup power and internet connectivity solutions in the event of service interruptions. 

Key Responsibilities:

• Leadership & Strategy:
• Provide strategic direction and leadership for the organization's IT programs, ensuring operational alignment with client expectations and company goals are consistent with the organization’s global operating model..
• Serve as the senior subject matter expert contact for all things IT support.
• Oversee multiple Tech/IT support client programs
• Attend as needed new client demo/Sales discussions representing IT support
• Operational Oversight:
• Oversee a team of various operations managers that lead day-to-day operations across multiple clients supporting IT services, including helpdesk, tech support, infrastructure, or software-related accounts.
• Ensure direct reports meet service level agreements (SLAs), key performance indicators (KPIs), and quality metrics are consistently met or exceeded.
• Ensure execution of bridge plans for any KPIs that are not meeting target
• Process Improvement & Quality Assurance:
• Identify opportunities for process optimization, automation, and continuous improvement.
• Work closely with Quality, Training, and Workforce Management teams to enhance performance and operational efficiency.
• People Management:
• Oversee, support and develop a team of IT support operations managers.
• Conduct performance reviews, coach for career development, and foster a high-performance culture.
• Client Engagement & Relationship Management:
• Build strong and maintain relationships with client partners and maintain regular communication to ensure satisfaction and address IT concerns proactively.
• Financial & Resource Management:
• Monitor budget, efficiencies, and resource allocation to ensure profitability and optimal delivery.
• Experience in managing cost per transaction accounts is preferred. 
• Provide regular updates to the senior leadership team on program performance, financial health, and risk management.
• Compliance & Risk Mitigation:
• Ensure adherence to data privacy, security, and compliance standards relevant to IT service delivery.
• Mitigate risks through proactive incident management and business continuity planning.

Qualifications and Physical Requirements with or without reasonable accommodation:

• 10+ years of experience in BPO operations, with at least 6+ years in a senior leadership role managing IT or technical support programs.
• Strong understanding of ITIL, service management frameworks, or related methodologies - managing POS & Aloha systems is highly preferred
• Experience managing large teams and working with international clients, especially in tech industries.
• Proven track record of meeting/exceeding operational KPIs and client expectations.
• Exceptional leadership, communication, and stakeholder management skills.
• Analytical mindset with strong problem-solving abilities.
• Ability to operate a computer/laptop and a headset.
• Ability to perform all duties of the job while sitting for prolonged periods (i.e., for the duration of shift)
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Availability:

Full-time position with weekdays, weekends, and nighttime availability. This position works Monday - Friday 9am EST - 6pm EST. 

What You’ll Do:

• Generate new business opportunities in the Domestic Staffing & Recruitment sector

• Identify and acquire new clients through calls, LinkedIn, email & networking

• Build and maintain strong client relationships

• Understand client hiring requirements and coordinate with recruitment teams

• Manage the complete sales cycle from lead generation to closure

• Achieve monthly revenue and business development targets

What We’re Looking For:

✔️ 3–8 years of experience in Staffing/Recruitment Sales or B2B Business Development

✔️ Strong client acquisition and negotiation skills

✔️ Good understanding of domestic staffing/hiring models

✔️ Excellent communication and relationship-building skills

✔️ Target-driven and proactive approach