About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
We are looking for a Business Unit Leader who will help our partners 'level up' their customer experience by combining creative, innovation-led strategy with the operational grit to execute, turning every interaction into a measurable driver of business growth. Our company is a global leader in customer experience that acts as a strategic extension of our partners, blending deep ecosystem immersion with innovative, data-backed solutions to drive real-world business transformation.
This role offers the unique chance to own and scale a critical, high-growth global client program in the commerce space. You will be at the intersection of strategy and operations, moving beyond advising to executing and building, alongside a client that is changing the way their industry operates, in an exciting fast-paced environment. If you are looking for a platform to translate hard work into global impact and true business unit ownership, this is it.
As Business Unit Leader, You Will…
- Strategic Client Partnership: Serve as the trusted, day-to-day advisor to executive stakeholders. Translate high-level business goals into actionable roadmaps and structured remediation plans.
- Business Diagnosis & Insight: Immerse yourself in the client’s ecosystem. Dig into data to identify bottlenecks, uncover growth opportunities, and execute data-driven solutions.
- Operational Ownership: Take end-to-end accountability for delivery, quality, and financial performance. Lead cross-functional teams to drive transformation and meet aggressive KPI targets.
- Growth Orientation: Proactively expand program scope. Partner with teams to integrate Automation, AI, and technical solutions to drive measurable revenue and operational efficiency.
As Business Unit Leader, You Need…
- Post-secondary degree, or certificate, with a focus in a related discipline
- 10+ years of contact center experience in a senior leadership role with full P&L responsibility
- Cognitive Agility: Ability to master new business models rapidly and think clearly under pressure.
- Consultant Mindset / Operator Hustle: You combine structured problem-solving with the grit to execute in the trenches.
- EQ & Influence: Exceptional stakeholder management; you build trust, navigate complex dynamics, and challenge constructively.
- Growth Mindset: Motivated by setting, hitting, and exceeding ambitious targets.
IntouchCX provides Equal Employment Opportunities in accordance with all provincial and federal laws. IntouchCX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.
IntouchCX is committed to accommodating persons with disabilities. If you need accommodation at any stage of the application process or want more information on our accommodation policies, please let us know.
Benefits of Working as a Business Unit Leader…
- Industry-leading medical, vision, and dental benefit plans + paid time off benefits
- Amazing career growth opportunities
