Vice President, Operations

Industry: Business Process Outsourcing

Location: Vientiane, Laos (Onsite)

Job Summary:

An established organization operating at the intersection of digital services and emerging AI technologies is seeking a senior executive to oversee its operations in Vientiane, Laos. This executive role involves overseeing the entire business operation, driving the growth of technology-enabled services and ensuring operational excellence, financial performance, and local engagement. The ideal candidate will have extensive experience in scaling BPO or digital operations in emerging markets, with a strong focus on operational transformation and growth.

Main Responsibilities:

Business Growth

• Develop and execute a strategic growth plan for technology enabled BPO offerings driving 20%+ year-over-year growth.

• Collaborate with business development teams to respond to RFPs/RFIs and shape go-to-market strategies reflecting trends in data operations.

• Lead innovation by identifying new service offerings aligned with the evolving needs of digital transformation.

Client Delivery

• Oversee delivery of client engagements, ensuring excellence in project execution, SLA attainment, and client satisfaction.

• Lead and mentor delivery managers and cross-functional teams, fostering a culture of ownership, innovation, and accountability.

• Ensure operational scalability through process optimization, automation, and workforce training aligned with technology evolution.

• Serve as a senior escalation point for key client relationships, ensuring responsiveness and proactive issue resolution.

Business Leadership

• Align country-level operations with broader company goals in collaboration with global leadership.

• Support cross-functional initiatives including compliance, process improvement (e.g., Lean/Six Sigma), and change management.

• Drive staffing, workforce planning, and infrastructure decisions to improve client outcomes and employee engagement.

• Develop and execute business strategies with clients and executive management.

People Leadership

• Inspire and develop a high-performing workforce, focusing on continuous learning and internal mobility.

• Engage with local institutions and external stakeholders to support broader organizational initiatives.

• Maintain the companys reputation as a top employer in Laos with inclusive workplace practices and employee well-being initiatives.

Financials

• Own the P&L for the Laos location, including revenue growth, cost management, budgeting, and forecasting.

• Lead initiatives to improve productivity, utilization, and cost efficiency while maintaining high service quality.

Main Requirements

• 10+ years of senior leadership experience in technology-enabled BPO operations, or digitally enabled services.

• Proven experience scaling and optimizing delivery centers in Southeast Asia or emerging markets.

• Strong P&L ownership and financial acumen, including budgeting and workforce planning.

• Deep understanding of operational models supporting AI workflows.

• Proven ability to manage cross-cultural teams and drive employee engagement.

• Track record of building and maintaining strong client relationships, including enterprise stakeholders.

Why Join our Client?

• Competitive salary and performance-based bonus

• Opportunity to lead digital transformation in emerging markets

• Exposure to cutting-edge AI use cases and solutions

• Join a purpose-driven team making an impact in the global digital services space

• Chance to shape the future of data services delivery in Laos