Vice President, Digital & BPO Business Engagement

Toll Group•Long Beach, CA

9d•$152,000 - $220,000

About The Position

The VP, Digital & BPO Business Engagement acts as a trusted advisor between the business, customers, Digital, IT, and Business Process Optimization teams. The role translates business needs into practical digital, automation, and process-improvement solutions to improve customer experience, operational efficiency, compliance, productivity, and cost sustainability. The position leads regional operational excellence, engagement, technology adoption, CW1 business enablement, and continuous improvement. It also supports the successful delivery and benefits realization of digital and BPO initiatives, including transformation of roles and tasks to GBS. The role represents regional business requirements in technology strategy and investment planning, and ensures initiatives comply with governance, risk, security, and regulatory requirements. The position is based in the US with flexible location arrangements. The expected salary range is $152,000–$220,000, varying by work location. Toll offers full-time employees paid vacation, sick time, floating holiday time, health benefits, life insurance, personal accident insurance, and a 401(k) with company match. Candidates must be entitled to work in the United States and be prepared to undertake pre-employment checks, including a criminal history check and medical.

Requirements

Bachelor’s degree in IT, Business, Logistics, Supply Chain, or a related discipline.
Experience in digital transformation, business engagement, process improvement, operational excellence, BPO, or IT-enabled change roles.
Experience leading cross-functional projects and change initiatives from requirements through implementation and benefits realization.
Stakeholder relationship management, influencing, negotiation, and communication skills.
Experience engaging customers and supporting major commercial opportunities and solution design.
Confident facilitation and presentation skills, including experience delivering training and coaching.
Must be entitled to work in the United States of America.
Must be prepared to undertake pre-employment checks, including a criminal history check and medical.

Nice To Haves

Freight forwarding or logistics industry experience, with an understanding of operations, customs, trade lanes, and customer service requirements, is strongly preferred.
Lean, Six Sigma, PMP, or PRINCE2 certification is advantageous.

Responsibilities

Act as the strategic link between business, customers, Digital, IT, and BPO teams, translating business needs into digital, automation, and process-improvement solutions.
Build and maintain relationships with customers, country leaders, operational teams, Sales, and technology stakeholders.
Identify, prioritize, and drive regional digital transformation, automation, business process optimization, and operational excellence initiatives.
Lead BPO programs, including process standardization, workflow redesign, automation, productivity improvements, and the transition of activities and roles to GBS.
Partner with Sales and business teams to develop scalable digital solutions supporting customer growth, retention, and RFQ opportunities.
Champion technology adoption, user experience, change management, and continuous improvement to maximize business benefits and return on investment.
Provide business leadership for CW1 capability, including process support, reporting enhancements, user readiness, testing, training, and adoption activities.
Drive operational and financial KPI performance through stakeholder engagement, governance, and performance management.
Lead delivery of transformation, system enhancement, and integration initiatives while realizing benefits and minimizing business disruption.
Represent regional business requirements in technology strategy, investment planning, and roadmap discussions.
Ensure compliance with governance, risk, security, and regulatory requirements, while maintaining documentation, controls, and audit readiness.
Monitor industry trends, emerging technologies, and evolving business needs to identify opportunities to improve customer experience, efficiency, and competitive advantage.