Operations Director – Offshore Customer Services

About the role

The Operations Director will manage the offshore customer services operation for multiple clients, overseeing implementation, migration and ongoing service delivery. This senior leader will be accountable for account health, SLA compliance and the performance of a large, multi‑disciplinary team.

Key responsibilities

• Manage day‑to‑day technology delivery, application enhancements and project support for client landscapes.
• Design and maintain organizational structures and staffing plans that meet budgetary and performance objectives.
• Develop, implement and coordinate customer support programs and SOPs to improve efficiency.
• Handle escalated issues and collaborate with department leaders to ensure 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.
• Align support processes with client technologies and strategic direction.

Required profile

• Minimum 10 years of experience in the call‑center industry, directing large‑scale programs across multiple lines of business.
• Proven experience managing retail/e‑commerce programs with at least 600 headcount.
• Experience overseeing multiple sites and lines of business with distinct KPIs.
• Track record of delivering KPI‑focused solutions and engagement programs.
• Willingness to work on‑site in Quezon City.