Chief Client Officer

Are you an experienced executive leader with a proven track record of success with operational growth and innovation of the business with strategic initiatives?

What's in it for you?

• Health benefits for you and your family, including medical, dental, vision
• 401(k) investment options with employer match opportunities
• Paid Vacation Time
• Remote, work-from-home
• Great work/life balance

Join our Transcom family as the Chief Client Officer!

The Chief Client Officer is a pivotal executive leadership role responsible for the overall success, retention, and strategic growth of the assigned client portfolio. This leader will drive a client-centric culture, ensure the delivery of world-class Customer Experience (CX) solutions, and act as a key strategic partner to the AAPAC CEO, contributing directly to the regional business strategy, financial performance, and long-term client value creation. The CCO is the ultimate executive escalation point and champion for all client relationships.

What we are looking for:

Responsibilities

Strategic Leadership & Business Growth

• Executive Account Management: Oversee and personally manage the company's most strategic, high-value client relationships at the C-suite and executive level, ensuring deep partnership and alignment on long-term strategy.
• Revenue Expansion & Retention: Be accountable for achieving client retention, contract renewal, and year-over-year revenue growth targets (up-sell/cross-sell) across the entire client portfolio.
• Strategic Direction: Partner with the AAPAC CEO and executive team to define and execute the regional client services strategy, ensuring alignment with global company objectives and emerging industry trends (e.g., AI integration, digital transformation, near/offshore focus).
• Financial & Operational Oversight: Partner with operational peers and CFO to manage the P&L for the client portfolio, including revenue forecasting, margin targets, and resource allocation to ensure both client satisfaction and profitability.

Client Experience & Service Excellence

• CX Transformation: Drive the adoption of innovative, CX-led solutions, including digital platforms, automation, and analytics, to enhance customer outcomes and operational efficiency for clients.
• Service Delivery Governance: Partner with senior leadership peers to establish and enforce best-in-class governance models, Quality Assurance (QA) standards, and Key Performance Indicators (KPIs) to consistently exceed contractual Service Level Agreements (SLAs) and client satisfaction benchmarks (e.g., NPS, CSAT).
• Issue Resolution: Serve as the final executive point of escalation for critical client issues, ensuring swift, effective, and strategically sound resolution while maintaining strong client trust.
• Voice of the Client: Act as the primary advocate for client needs internally, ensuring client feedback is integrated into service delivery, product development, and operational improvement roadmaps.

Team Development & Culture

• Team Leadership: Lead, mentor, and inspire a high-performing team and foster a culture of accountability, continuous improvement, and client obsession.
• Talent Strategy: Develop a talent roadmap for the Client Services organization, including recruiting, training, and succession planning to ensure sustained high-level performance and leadership continuity.
• Cross-Functional Collaboration: Drive seamless collaboration with Operations, Technology, Finance, and HR to mobilize internal resources effectively and ensure a unified approach to client service delivery.

Profile required

Leadership & Executive Skills

• Executive Presence & Communication: Exceptional ability to build rapport, influence, and communicate complex strategies effectively with internal and external C-suite executives.
• Strategic & Commercial Acumen: Proven experience in P&L management, commercial negotiations, and developing strategic account plans that result in significant growth and high retention.
• Inspirational Leadership: Demonstrated track record of leading large, complex, and geographically dispersed teams within the BPO or technology services industry.

BPO/CX Industry Expertise

• Deep Industry Knowledge: Extensive experience (12+ years, with 5+ at a senior leadership level) in the Business Process Outsourcing (BPO) industry specifically managing multi-million dollar client relationships.
• CX Strategy: Strong understanding of current and emerging CX technologies, digital transformation, process automation, and omnichannel service models.
• Operational Excellence: Familiarity with operational methodologies (e.g., Six Sigma, Lean, COPC) and the ability to link operational performance directly to client business outcomes.

Foundational Qualifications

Location Requirements

Must live and work in the United States.

What Life at Transcom is like!

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents. We are 30,000+ customer experience specialists at over 90 contact centers across 28 countries, delivering services in 33 languages to international brands in various industry verticals.

Right now, we are growing our virtual footprint in North America and currently hire remote employees in 26 states and 3 Canadian provinces. Proud to be recognized by FlexJobs as #8 on their list of the Top 100 companies to watch for remote work in 2025.

At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care, and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.

We are the voice of our clients. We are Transcom.

We are passionate about people and look forward to meeting you!