Intelisys: BPO & CX Practice Development Director
About The Position
The BPO & CX Practice Development Director at Intelisys plays a pivotal role in launching and scaling the company’s Business Process Outsourcing (BPO) practice, specifically targeting call center as a service capabilities. This role is responsible for building the BPO practice from the ground up, driving revenue growth through new business development, and providing expert CX practice leadership to Intelisys’ technology advisors. The ideal candidate will leverage deep BPO operational expertise alongside comprehensive knowledge of CX and UCaaS platforms to expand Intelisys’ brand and presence in the technology advisor channel. You will be the architect of our BPO go-to-market strategy, ensuring our advisors are equipped to sell complex human-capital and technology-integrated solutions.
Requirements
- Education: Bachelor’s Degree or 4+ years of relevant experience in business administration, operations management, or related field; Master’s degree is advantageous.
- BPO Expertise: 7+ years of proven BPO operational experience, including call center management, workforce optimization, or BPO service delivery.
- Sales & Growth: 5+ years of experience in business development, sales, or practice development within the channel or technology sectors.
- Technical Proficiency: Deep understanding of the intersection between BPO operations and technology platforms (CCaaS, UCaaS, CRM, and AI/Automation).
- Practice Building: Demonstrated success in building and launching new practices or business units from the ground up.
- Communication: Exceptional leadership, presentation, and negotiation skills; ability to articulate complex BPO value propositions to diverse audiences.
- Software: Proficient in Microsoft Office applications (PowerPoint, Word, Excel) and CRM tools.
Responsibilities
- Practice Architecture: Architect and launch the Intelisys BPO practice, including go-to-market strategy, service offerings, and the operational framework for global call center outsourcing.
- Strategic Leadership: Serve as the primary CX practice leader, providing strategic guidance, technical expertise, and hands-on enablement to technology advisors on BPO, CX, and UCaaS solutions.
- Business Planning: Develop and own the comprehensive business and marketing plan for the BPO practice, including revenue targets, growth strategies, and market positioning.
- Supplier Ecosystem Management: Build and maintain strategic relationships with BPO suppliers, technology vendors, and internal sales/marketing teams to ensure a robust portfolio.
- Enablement & Education: Create and deliver BPO and CX education curriculum, training programs, and enablement resources for technology advisors and partners.
- Thought Leadership: Drive brand authority through original content including blogs, white papers, case studies, and webinars focused on BPO and CX best practices.
- Market Analysis: Research and analyze emerging BPO trends (e.g., AI integration, offshore/nearshore shifts), recommending new programs to maintain competitive advantage.
- Pipeline Development: Develop and support strategic partnerships with sales partners and BPO suppliers to build a robust pipeline and drive revenue growth.
- Process Optimization: Assess and optimize marketing, sales, and solution engineering processes specific to BPO, recommending improvements to drive efficiency.
- Team Leadership: Manage and develop direct reports, including training and performance management, as the BPO practice scales.
Benefits
- Our employees enjoy a variety of comprehensive benefits, including medical/dental/vision coverage, life insurance, and a 401(k) plan with matching provision.
- Outside of CA, ScanSource grants 128 hours of paid time off (PTO) each calendar year (prorated for date of hire).
- In the state of CA, employees accrue a set number of hours each pay period equaling the same 128 hours of PTO.
- ScanSource also celebrates 10 paid company holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
501-1,000 employees
