Director, Partnerships and Alliances

The Opportunity | Director, Partnerships and Alliances

The Director of Partnership and Alliances for the Americas will be the strategic bridge between Teleperformance's operational excellence needs and the cutting-edge external vendor ecosystem. This executive will own the entire lifecycle of third-party solution integration, from identifying critical operational gaps across the Americas to researching, benchmarking, selecting, and initiating the adoption of new CRM, CX, and enabling technology platforms. This role is a catalyst for innovation, driving tangible improvements in service delivery and internal efficiency.

This is an architectural role with massive scale and visibility. The successful candidate will be a key business innovator and deal-maker. They will be tasked with building Teleperformance's future CX capabilities across a vital, high-growth region. This person will:

• Lead a Strategic Mandate: Be given the mandate and resources to define and implement the next generation of operational tools and CX technology for thousands of employees and global clients.
• Direct P&L Impact: Every successful alliance translates directly into higher operational efficiency and client satisfaction, providing a clear line of sight to the company's financial success.
• Build the Function: This leader will be instrumental in defining the partnership framework, vendor lifecycle, and collaboration model for the entire Americas region, establishing a precedent for global adoption.

The Responsibilities & Duties

1. Strategic Needs Assessment & Gap Identification

• Lead Discovery: Partner with internal delivery, IT, and business development teams across the Americas region to proactively identify operational pain points, inefficiencies, and capability gaps, particularly those related to existing CRM tools, business process automation, analytics, AI and CX platforms.

• Translate Business Needs: Convert abstract business challenges and strategic objectives into clear, measurable, and actionable technical requirements and solution briefs for external partners.

2. Vendor Research, Benchmarking, and Scouting

• Vendor Landscape Expertise: Actively research, map, and maintain an expert-level view of the third-party B2B CRM and CX technology vendor ecosystem (e.g., Salesforce, HubSpot, specialized AI/ML tools, etc.).
• Performance Benchmarking: Conduct rigorous, data-driven comparisons and benchmarking studies to evaluate the viability, cost-effectiveness, and technical fit of competing third-party vendor solutions against internal requirements.
• Innovation Scouting: Identify emerging technologies and disruptive vendors that offer a unique competitive advantage or operational breakthrough for Teleperformance in the region.

3. Solution Selection & Business Case Development

• Market Analysis & Due Diligence: Conduct thorough market analysis, perform comprehensive technical and commercial due diligence, and provide a clear, objective view of the top 2-3 recommended options for any given operational challenge.
• Recommendation & Alignment: Develop comprehensive business cases, including projected Return on Investment (ROI) and total cost of ownership (TCO), and present final recommendations to senior executive leadership for solution approval.
• Next-Step Management: Drive internal alignment and manage the transition process after a solution is chosen, ensuring necessary teams (Legal, Procurement, IT, Finance) are engaged.

4. Alliance Management & Implementation Support

• Vendor Engagement: Handle the end-to-end process of engaging with prospective partners, including initial outreach, RFI/RFP creation, commercial negotiations, and contract scoping.
• Implementation Bridge: Serve as the primary liaison between the selected vendor and Teleperformance's internal implementation teams, providing oversight and strategic guidance during the initial phases to ensure the solution stays aligned with the original business objectives.

The Qualifications

• Experience: 10+ years of professional experience, with at least 5 years in a leadership role focused on technology partnerships, strategic alliances, or corporate development within the BPO, CX, or CRM software industries.
• Domain Expertise: Deep, current working knowledge of the global CX and B2B CRM vendor landscape (e.g., Microsoft Dynamics, Salesforce, specialized industry platforms).
• Financial Acumen: Proven ability to build complex financial models, ROI analyses, and articulate the business value of technology investments to non-technical executive audiences.
• Regional Experience: Demonstrated success navigating and operating within the business and regulatory environments across the Americas region
• Education: Bachelor's degree in Business, Finance, Computer Science, or a related field. MBA or equivalent advanced degree preferred.

Leadership traits: (Leadership attributes that will contribute to this new hire's success)

• Strategic Influencer: Possesses the gravitas and communication skills to influence decision-makers without direct authority, acting as a trusted advisor to senior leadership.
• Visionary Bridge-Builder: Ability to translate complex technical jargon into clear, compelling business narratives for internal stakeholders and articulate Teleperformance's value proposition clearly to external partners.
• Entrepreneurial Drive: Acts with speed and urgency to drive initiatives forward, comfortable in a role that requires building processes and functions from the ground up.
• Results-Oriented & Accountable: Focused intensely on measurable outcomes and committed to driving accountability throughout the partnership and initial implementation process.