VP Global Operations

About the role

Do you thrive at the intersection of strategic client leadership and account growth? If so, please keep reading. This is a newly created, non-standard role for Foundever – built specifically around the needs of one of our largest and most strategic global accounts. The Vice President, Global Operations is the thought leadership and strategic partner for the account: the senior-most owner of the client relationship, the account strategy, and the commercial health of the partnership. This individual will represent Foundever at the executive level with the client, working hand-in-hand with the Senior Director, Global Delivery Operations, who owns day-to-day execution across our global delivery footprint. This role brings a business-to-business financial management lens to the account – understanding the client's business, industry, and financial priorities – while setting the strategic direction that the Senior Director and site leadership execute against day-to-day.

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Responsibilities

• Serve as the senior executive point of contact for the client, building and protecting a trusted, C-level relationship
• Represent Foundever operations to client executive leadership, translating performance into business outcomes the client cares about
• Travel to client offices (approximately every 30–60 days) to maintain relationship strength and align on strategy and performance
• Act as the client's advocate internally, ensuring their needs are met with a focus on improving the customer experience
• Partner with client stakeholders to understand evolving business needs, financial priorities, and service expectations
• Bring a business-to-business financial management orientation to account leadership, including P&L awareness, cost management, forecasting, and pricing/contract implications of operational decisions
• Work closely with finance and operations to develop accurate forecasts, budgets, and resource allocations
• Analyze operating and financial results to establish objectives, identify risk, and drive corrective action
• Build and present clear, executive-level financial and operational reporting for both client and internal leadership audiences
• Understand contractual obligations and ensure account delivery remains aligned to commercial terms
• Provide strategic direction and executive oversight to the Senior Director, Global Delivery Operations and extended account leadership team
• Lead, inspire, and develop a high-performing account leadership team, fostering accountability and continuous improvement
• Collaborate with Foundever executive leadership on performance goals and long-term account strategy
• Build positive, effective relationships across department heads, support teams, and client operational and executive leadership
• Positively represent Foundever with employees, client stakeholders, and executive audiences

Requirements

• Four-year college degree or a combination of education and related work experience; MBA or advanced business/finance degree a plus
• 12+ years of leadership experience supporting clients within financial technology (FinTech), accounting, bookkeeping, payroll, tax preparation, payments, or small business software industries, with demonstrated expertise in the operational and commercial drivers of the SMB (small and medium-sized business) market
• Minimum of seven years of Account Management experience – owning a client relationship, account strategy, and account P&L – within