VP Global Operations

Do you thrive at the intersection of strategic client leadership and account growth? If so, please keep reading.

This is a newly created, non-standard role for Foundever - built specifically around the needs of one of our largest and most strategic global accounts. The Vice President, Global Operations is the thought leadership and strategic partner for the account: the senior-most owner of the client relationship, the account strategy, and the commercial health of the partnership. This individual will represent Foundever at the executive level with the client, working hand-in-hand with the Senior Director, Global Delivery Operations, who owns day-to-day execution across our global delivery footprint.

This role brings a business-to-business financial management lens to the account - understanding the clients business, industry, and financial priorities - while setting the strategic direction that the Senior Director and site leadership execute against day-to-day.

Responsibilities

Executive Client Relationship

• Serve as the senior executive point of contact for the client, building and protecting a trusted, C-level relationship
• Represent Foundever operations to client executive leadership, translating performance into business outcomes the client cares about
• Travel to client offices (approximately every 30-60 days) to maintain relationship strength and align on strategy and performance
• Act as the clients advocate internally, ensuring their needs are met with a focus on improving the customer experience
• Partner with client stakeholders to understand evolving business needs, financial priorities, and service expectations

Business & Financial Management

• Bring a business-to-business financial management orientation to account leadership, including P&L awareness, cost management, forecasting, and pricing/contract implications of operational decisions
• Work closely with finance and operations to develop accurate forecasts, budgets, and resource allocations
• Analyze operating and financial results to establish objectives, identify risk, and drive corrective action
• Build and present clear, executive-level financial and operational reporting for both client and internal leadership audiences
• Understand contractual obligations and ensure account delivery remains aligned to commercial terms

Leadership

• Provide strategic direction and executive oversight to the Senior Director, Global Delivery Operations and extended account leadership team
• Lead, inspire, and develop a high-performing account leadership team, fostering accountability and continuous improvement
• Collaborate with Foundever executive leadership on performance goals and long-term account strategy
• Build positive, effective relationships across department heads, support teams, and client operational and executive leadership
• Positively represent Foundever with employees, client stakeholders, and executive audiences

Skills and Qualifications

• Four-year college degree or a combination of education and related work experience; MBA or advanced business/finance degree a plus
• 12+ years of leadership experience supporting clients within financial technology (FinTech), accounting, bookkeeping, payroll, tax preparation, payments, or small business software industries, with demonstrated expertise in the operational and commercial drivers of the SMB (small and medium-sized business) market
• Minimum of seven years of Account Management experience - owning a client relationship, account strategy, and account P&L - within outsourcing/BPO, sales, or consulting, with a proven track record managing large, complex client accounts and generating significant growth
• Prior experience supporting, partnering with, or selling into the Intuit ecosystem, including QuickBooks, TurboTax, Credit Karma, Mailchimp, payroll, payments, or other small business financial technology solutions strongly preferred
• Demonstrated executive presence and experience managing C-level/senior client relationships
• High level of strategic thinking with the ability to execute tactically; strong financial acumen
• Demonstrated expertise in negotiation, contract management (MSA/SOW), and RFP/RFI processes
• Excellent verbal and written communication skills in English; expert-level presentation development and delivery
• Skilled in strategic account leadership, client engagement, financial/business management, contract negotiation, and change management
• Strong working knowledge of data analysis and performance metrics using business data analytics tools (e.g., PowerBI, Tableau, MicroStrategy)
• Willingness and ability to travel internationally and domestically on a recurring basis (approximately every 30-60 days, plus additional site travel)

Small Business Financial Ecosystem Expertise (Required):

• Deep understanding of the small business ecosystem, including bookkeeping, accounting, payroll, payments, tax preparation, and financial management solutions
• Significant experience supporting or partnering with organizations serving SMBs (Small and Medium-Sized Businesses) and self-employed consumers
• Demonstrated knowledge of the end-to-end customer journey associated with accounting, payroll, tax preparation, and business management software platforms
• Experience working with or supporting products and services in one or more of the following areas: Accounting and Bookkeeping; Tax Preparation and Filing; Payroll Administration; Payments and Merchant Services; Small Business Financial Management; Personal Finance Solutions
• Strong understanding of seasonal business cycles and operational demands associated with tax filing seasons, payroll processing, and small business financial operations

About Us

Foundever is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we're the team behind the best experiences for +800 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

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