The VP of Operations leads strategic initiatives for global delivery, ensuring operational excellence and driving transformation towards AI-powered systems, while enhancing team performance and client satisfaction.
The VP of Operations serves as a strategic leader responsible for end-to-end delivery, sourcing, and operational excellence across LXT’s global delivery teams. This role acts as the integrator between Sourcing, Delivery, Quality, and Operational Excellence, ensuring scalable execution aligned with corporate strategy, client expectations, and financial targets.
The VP of Operations defines and drives the transformation from traditional service delivery toward a data-driven, AI-enabled operating model, including the evolution of human-powered data into agentic and automated systems.
Key responsibilities & duties:
- Partner with Executive Leadership to define and execute the global operations strategy aligned with LXT’s growth and profitability goals
- Establish the operating model across delivery and quality functions
- Drive adoption of automation & AI-led capabilities across operations
- Act as the executive sponsor for operational transformation initiatives
- Own performance across delivery, including quality, throughput, SLAs, client management, and KPIs such as GM, utilization, cost-to-deliver, and quality performance
- Drive continuous improvement through KPI tracking, reporting, and intervention
- Oversee operational budgets and cost optimization strategies
- Lead and develop delivery team members across global regions
- Oversee development of scalable workflows and SOPs, data and reporting infrastructure, and workforce systems
- Champion the buildout of platform automation and improvements, expert intelligence capabilities, and AI-driven quality management
- Partner with the growth team to support strategic opportunities and solutions development
- Client POC, ensuring consistent delivery experience and adherence to contractual requirements
- Act as an escalation point for complex client issues
- Drive succession planning and leadership capability development
- Establish a high-performance culture aligned with LXT values
- Manage cross-functional dependencies across Sales, HR, Tech, and Finance
Qualifications:
- Bachelor’s degree required; MBA or advanced degree preferred
- 8-12 years of experience in operations leadership, preferably in AI data services, BPO, or technology-enabled services
- Proven experience leading global, multi-functional teams
- Strong understanding of sourcing and workforce operations, project, delivery, quality management, and financial planning and margin optimization
- Demonstrated experience in operational transformation or automation initiatives
- Excellent executive communication and stakeholder management skills
- Strong analytical, problem-solving, and decision-making abilities
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