Operations Director – Offshore Customer Services

About the role

The Operations Director will lead the offshore customer services operation for multiple clients, overseeing implementation, migration and day‑to‑day service delivery. The role reports to the client and is accountable for account health, SLA compliance and team performance across several hundred staff.

Key responsibilities

• Manage all technology delivery aspects, including daily operations, application enhancements and project support.
• Develop and enforce customer support programs and standard operating procedures to improve efficiency.
• Ensure staffing plans and organizational structure meet objectives while staying within budget.
• Handle escalated issues and coordinate with other department leaders for rapid resolution.
• Define, track and report on KPIs, metrics and management dashboards.
• Lead global product support teams, both on‑shore and off‑shore, including contractors.
• Maintain deep understanding of client technologies and strategic direction to inform support processes.
• Collaborate with internal teams to align communication, technology, people and processes with client counterparts.

Required profile

• Minimum 10 years of experience in the call‑center industry, directing large‑scale programs with multiple lines of business.
• Proven experience managing retail/e‑commerce programs with at least 600 headcount.
• Track record of handling multiple LOBs with distinct KPIs and delivering KPI‑driven results.
• Experience in multi‑site management and implementing engagement activities and programs.
• Willingness to work on‑site in Quezon City.