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.

2. 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.

3. 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.

4. Quality & Governance

• Strengthen QA frameworks, audits, and compliance systems.

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

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

5. 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.

6. 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.

Chief Operating Officer (COO)