Bpo Operations Manager Jobs in Utah (NOW HIRING)

Position Summary
The Senior Vice President holds full operational and financial accountability for Connexion Point, a remote contact-center/BPO business serving Medicare and healthcare clients. CXP is in a revenue-growth phase; the role requires disciplined execution on a number of high-leverage priorities, active stewardship of a concentrated client base, executive support for business development opportunities, and operational leadership to drive margin expansion and best-in-class capabilities.
The Senior Vice President operates with depth in the operating detail where it matters and visible to Integrity and Unified where it counts. Success is measured by EBITDA and margin performance, client retention and growth, and the continued development of the leadership team.
Key Responsibilities
Strategic Vision & Executive Alignment
Set and execute CXP's strategic direction in alignment with Unified Health and Integrity leadership. Own the narrative on financial performance with Integrity, including the gaps/beats between the annual operating plan and in-year reforecasts. Build strategy around the constraints of the BPO model - headcount is agreed with clients in advance, which limits the ability to pull revenue levers quickly.
Operational Excellence
Drive efficiency, quality, and client satisfaction across all departments. Lead the annual AEP preparation and ramp - the single most important near-term operational initiative - where recruiting and training timelines are compressed and each department owns its own plan. Priorities include:

• Protect the training ramp and ensure successful execution.
• Sustain momentum on technology and tooling evolution.
• Continue move from SLA-only focus toward broader KPI thinking.
• Improve agent retention and minimize agent time in training status.

Organizational Culture & Talent
Build and sustain a high-performing, positive culture in a workforce with deep tenure. Drive the team towards new ways of thinking focused on AI, analytics, and client satisfaction. Lead through consistent, visible leadership and monthly all-hands with revenue transparency. Prioritize supervisor development to advance senior and middle leaders toward greater autonomy.
Financial Performance & EBITDA
Own the full P&L with a primary emphasis on EBITDA and margin. Because CXP bills hourly on agreed headcount, optimization comes chiefly from the expense side - reducing burdened hourly rate, capturing profitability through scale, improving retention, and minimizing unbillable hours.
Client Relationships
Protect and grow a concentrated client base by serving as a visible, executive-level partner to key clients and ensuring CXP consistently delivers on service, quality, compliance, and operational commitments. Proactively deepen relationships beyond day-to-day service contacts, understand each client's strategic priorities, and translate those needs into clear operating plans, performance expectations, and growth opportunities. Anticipate risks to retention, lead executive-level issue resolution when service or performance concerns arise, and create confidence with clients through transparency, disciplined follow-through, and measurable improvement.
Compliance & Regulatory Oversight
Ensure adherence to CMS and state regulatory requirements across all Medicare and healthcare programs. Sustain the compliance-first operating model - calibrated QA scoring, real-time supervisor monitoring, secret-shopper programs, and documented escalation of compliance and material-risk issues to CXP Compliance leadership and executive stakeholders.
Growth & Business Development
Lead net new growth to diversify client base and drive healthy revenue/EBIDTA growth. Own the BD pipeline, pursue new logos and expansion within existing accounts, and lead competitive RFP responses. Leverage a shared-services model - Recruiting, Licensing, QA, WFM, Compliance, Training, and Reporting - as a deployable competitive advantages for new business.
Organizational Scope
The Senior Vice President is accountable for seven functional areas: Business Development; Operations; Client Services & Delivery; Solutions Architecture; IT Operations; Human Resources (Integrity-Supported); and Finance (Unified Health-supported). Operations encompasses Regional Management, Workforce Management, Quality Assurance, Training, Account Management, and Operational Strategy.
Candidate Profile

• Executive experience in BPO, contact-center, or healthcare-services operations.

• Fluency with a headcount-billed economic model and EBITDA-driven reporting.

• Demonstrated full P&L ownership.

• Strength in client relationship management with concentrated, high-stakes accounts.

• A leadership style that leads relationally first, then challenges - earning the right to push people by building trust.

About Integrity

Integrity is one of the nation's leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead.

Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you'll love, and we'll love you back. We're proud of the work we do and the culture we've built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind.

Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are - in person, over the phone or online. Integrity's employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.

Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.