The Midtown Group names Bryan Gross to lead contact center growth
WASHINGTON D.C., UNITED STATES — The Midtown Group, a consultancy firm that provides rapid, customized staffing solutions, has appointed Bryan Gross, a veteran executive with nearly four decades of telecommunications and business process outsourcing (BPO) leadership experience, as President of its burgeoning Contact Center Services division.
Gross, a leader with a proven track record of driving growth and operational efficiency as CEO of Support Services Group and as a BPO consultant, will helm the division’s strategy and expansion following a period of significant increase in the first half of the 2025 fiscal year.
Strategic leadership to drive expansion, innovation
This move signals The Midtown Group’s strategic intent to aggressively expand and solidify its contact center services.
“With Bryan at the helm, our recent acquisition of cutting-edge technology, and the expansion of our Contact Center Services beyond calls, we are entering an exciting new chapter of growth—one that positions Midtown to serve clients across all industries and government departments with even greater impact,” said Helen Stefan Moreau, The Midtown Group’s Founder and CEO.
This management step is aimed at utilizing the broad and multifaceted service offerings of the division using the experience of Gross. These services include the management and conversion of the client contact centers in functions such as customer care, technical support, outbound sales and marketing, and operations.
His leadership is expected to integrate these services—which include omnichannel, multilingual capabilities, and full oversight of people, processes, technology, and security—into a more cohesive and powerful market offering.
Foundation for cross-industry growth
Additionally, the appointment of Gross strengthens an already established central team of experienced professionals who have extensive expertise in contact centers, workforce optimization, and customer service delivery.
Collectively, the division now boasts decades of combined experience in managing large-scale programs and implementing performance-based service models. This enhanced structure is explicitly aimed at positioning Midtown to serve clients across all industries and government departments.
“I am inspired to join such a well-established team here at Midtown,” said Gross. “Our newly expanded capabilities and the ability to work with established clients and prospects is exciting. I look forward to great things coming from this team.”
The objective is to utilize this solid foundation to drive measurable results and achieve a greater impact with both established clients and new prospects.
Veteran hire signals shift to high-value managed services
Placing a seasoned leader like Gross in command demonstrates that The Midtown Group is signaling a decisive transformation to a provider of high-value, managed services capable of overseeing entire contact center functions.
This change of leadership shows that the enterprise market’s future belongs to partners who can offer strategic insight, technological transformation, measurable performance guarantees, and full operational ownership of critical enterprise functions.
