310 Director Of Operations jobs in the Philippines

The Director of Operations is a senior leadership role responsible for driving operational excellence, client satisfaction, and business growth in a dynamic BPO/contact center environment. This role requires a strategic yet hands-on leader who can manage large, diverse teams, foster a culture of high performance and engagement, and ensure delivery of client and organizational goals. The Director of Operations will oversee multiple teams, senior managers, and serve as a key liaison between clients and internal stakeholders.

Specific Duties And Responsibilities
Strategic & Operational Leadership

• Develop and execute operational strategies that align with client objectives and company goals.
• Lead large-scale operations across multiple lines of business, ensuring consistent adherence to KPIs, SLAs, and quality standards.
• Partner with support functions (HR, WFM, Training, Quality, IT) to drive operational efficiency and continuous improvement.
• Be an active stakeholder in planning, forecasting, and resource allocation to meet changing client and business needs.

Client & Stakeholder Management

• Build and maintain strong client relationships, serving as a senior point of contact for escalations and business reviews.
• Collaborate with clients to identify opportunities for growth, innovation, and value creation.
• Represent the organization in strategic discussions and governance meetings.

Performance & Financial Management

• Own operational KPIs including production efficiency, absenteeism, retention, and overall client scorecard metrics.
• Analyze operational and financial reports (P&L, forecasting, cost analysis) to identify improvement areas and ensure profitability.
• Develop and implement action plans to optimize performance, efficiency, and revenue generation.

Leadership & People Development

• Lead, mentor, and coach Operations Managers, Team Leaders, and staff to achieve business and individual performance objectives.
• Foster a culture of accountability, empowerment, and employee engagement across all levels.
• Implement leadership development programs, succession planning, and coaching frameworks.
• Promote a positive work environment through recognition, motivation, and consistent communication.

Quality, Compliance & Continuous Improvement

• Ensure all operations adhere to client and corporate policies, processes, and compliance standards.
• Partner with quality and compliance teams to drive best practices in service delivery.
• Lead transformation initiatives to streamline workflows, adopt new technologies, and improve operational outcomes.

COMPETENCIES
Core Competencies (Must-have Competencies)

• Strategic Leadership: Ability to set clear direction, translate business goals into operational plans, and inspire teams to deliver consistent results under shifting priorities.
• Client Relationship Management: Builds and sustains strong client partnerships, managing escalations effectively and ensuring high satisfaction, retention, and long-term value creation.
• Performance & Results Orientation: Consistently drives teams to meet and exceed KPIs, SLAs, and financial targets while maintaining service excellence.
• People Development & Coaching: Leads through empowerment, coaching, and mentorship, building leadership pipelines and fostering an engaged, high-performing workforce.

Complementary Competencies (Good-to-have Competencies)

• Financial & Analytical Acumen: Applies data-driven analysis to optimize operational processes, manage budgets, and inform strategic decision-making.
• Change Management & Innovation: Champions continuous improvement and successfully leads teams through transformation, adopting new processes and technologies to enhance performance.
• Cross-Functional Collaboration: Effectively partners with HR, Training, WFM, Quality, and IT to ensure alignment and delivery of seamless operations.
• Cultural Agility: Adapts leadership style to global and client-specific cultures, ensuring strong integration of both organizational and partner values.

Qualifications
Educational Qualification/s

• Bachelor's degree in Business, Management, or related field (MBA or postgraduate degree preferred).

Professional Qualification/s

• 7–10+ years of progressive leadership experience in the BPO/contact center industry, with proven success managing large-scale operations.

Work Conditions

• Onsite overnights

Work Set Up: Hybrid (Must be willing to go onsite at least once-a-month at the Sanctum, SM North EDSA, QC)

The Associate Director of Service Delivery (for Key Account Operation) is a vital part of the management team supporting a SaaS-based CX organization.  This role focuses on leading the strategic planning and execution, directly supporting the Sr. Director to ensure the program operates at an optimal level, achieving the top line targets of the program, driving process and innovation capability to position growth across the client's scaled customer business.

A significant part of your role will be working closely with the Key Stakeholders and ensuring alignment on the team's work and processes to bring about the best results and growth of the organization and the various lines of business represented in Support Ninja Manila Operations.

As an Associate Director, you must hone and guide the Team Managers under your leadership.

What does a day in the life of an Associate Director look like?

• Operates in the capacity of a senior leader, managing the day-to-day operations of SaaS-based CX operations.
• Manage, motivate, and guide the overall Customer Success, Renewals, and the various non-technical lines of business under Manila Operations as expanded Sr. leadership support, directly supporting the Account Sr. Director and client stakeholders.
• Directly act as an auxiliary to Sr. Director for the Manila operations and provide senior leadership function at the account management level for the Conga and Support Ninja partnership, and provide expertise to the broader Manila Operations to drive optimization across various activities.
• Optimize work processes while developing talent in all LOBs.
• Provide operational oversight of the business to deliver on targets and KPIs.
• Support and work closely with the Key Stakeholders and provide sound recommendations that could impact critical decision-making for the organization.
• Facilitate goal-level creation for the broader function, help ensure that these goals are cascaded and clear to all team members, and measure progress towards these goals.
• Identify and adopt best-practice processes and, where necessary, identify shortfalls and suggest operational and system improvements.
• Hire and guide Team Managers, Team Leads, and Conga team members, and help them be successful in their roles.
• Communicate business and high-level goals to Team Leaders for proper alignment and understanding when driving individual and team performance.
• Build a team that wins, has fun, and lives the Support NInja core values.
• Partner with other cross-functional teams for process alignment, improvements on gaps identified, and work on projects leading to mutual success.
• Monitor, evaluate, and revisit existing strategies and processes to ensure that the overall vision and strategy of the Manila operations team are being achieved.
• Serve as an additional escalation point for customer issues, ensuring issues are resolved quickly by leveraging resources across the company.
• Serve as the point person for the general Manila operations in the absence of the SDD.
• Develop a career path for the team members and Team Leaders and provide opportunities for advancement where appropriate.
• Embody Support Ninja's core values and provide exemplary leadership.

What are the required qualifications of an Associate Director?

• 5+ years of customer success experience, Operations Leader, and Program Leader, preferably within a SaaS organization
• 5+ years of senior management experience, preferably within a SaaS organization
• Experience in managing Team Managers/Junior managers and Team Leaders in the capacity of Senior Manager.
• Experience building successful programs around customer success, service delivery, and operations
• Experience building or running a scaled customer success motion is a plus
• Excellent communication skills, both with customers and within an organization
• Ability to mentor Team Managers/Leads and facilitate needed training to help them be more effective in their role
• Ability to handle and manage conflicts within the team
• Strong track record of identifying trends and providing recommendations to address customers' needs
• Strong track record of defining and executing against key performance indicators.
• Ability to build trust and rapport with a customer success team.
• Strong track record of building a positive team culture.
• Strong knowledge in P&L and financials, running an operations team.Demonstrated expertise in P&L and financial management, coupled with experience in leading operations teams.
• Ability to challenge team members and be challenged to achieve team goals.
• Proactively interested in increasing customer satisfaction and deepening customer relationships.
• Comfortable and willing to be a hands-on contributor, on-site with customers.
• Experience with enterprise SaaS vendors preferred.
• Ability to build and maintain strong relationships with diverse internal and external constituencies, including senior-level executives and legal, technical, finance, sales, and marketing experts.
• Excellent organization, change management, and communication skills.
• Willingness to 'roll up one's sleeves' and assist wherever needed.
• A 'solutions, not problems' mindset
• Ability to work independently and to deliver on detail as well as strategy.
• Team player who will innovate to continue improving how SNI serves its customers.

PREFERRED REQUIREMENTS:

• Experience in managing multiple LOBs, team managers, and team leaders
• 5+ years of end-user or intermediate-level CRM experience, preferably in and its reporting functionalities.
• Previous experience with Gainsight or other Customer Success platforms is preferred.
• A data-driven leadership approach.

• Working knowledge of one or more of the following business areas is preferred:

• Quote to Cash Processes

• Contract Management
• Digital Documents

Ninja Perks and Benefits

*Full time employees

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow Are you ready?

If you are interested, you can access your instant interview

Company Description

iOPEX Technologies is a new-generation digital service provider that offers optimized digital engineering, operations, and studio services. We focus on creating new products and novel solutions for both traditional and new-age businesses. Boasting a highly skilled team and a robust IT infrastructure, our services meet international quality standards. Our strong customer-centric approach and innovative delivery models attract many Fortune 500 clients. Located in the Philippines, iOPEX is committed to achieving sustainable cost recovery and enhanced customer experience through strategic design, seamless implementation, and operational discipline.

Role Description

This is a full-time on-site role for a CX Associate Director Operations, located in Taguig. The CX Associate Director Operations will oversee daily operations, manage team performance, and ensure exceptional customer service. Responsibilities include strategic planning, budget management, and continuous improvement of service delivery. The role also involves analyzing operational metrics, driving process innovation, and liaising with clients to maintain strong relationships.

Absolutely, Manoj. Here's a more detailed and compelling version of the job description for the CX Associate Director – Operations role, tailored to attract high-caliber candidates and reflect strategic leadership expectations:

Key Responsibilities

Operational Leadership

• Oversee day-to-day CX operations across multiple service lines, ensuring consistent delivery of high-quality customer support and engagement

• Lead and mentor operations managers and team leads, fostering a high-performance culture focused on accountability, collaboration, and service excellence

• Develop and implement operational strategies aligned with business goals, client expectations, and evolving market trends

Strategic Planning & Execution

• Partner with senior leadership to define and execute strategic initiatives that enhance customer experience, operational scalability, and profitability

• Translate business objectives into actionable plans, KPIs, and performance dashboards for CX teams

• Lead quarterly and annual planning cycles for operations, including headcount forecasting, capacity planning, and resource allocation

Client & Stakeholder Engagement

• Serve as a senior point of contact for key clients, ensuring alignment on service delivery, performance metrics, and continuous improvement initiatives

• Collaborate with internal stakeholders (e.g., HR, Finance, IT, Quality) to ensure seamless operational support and governance

• Represent the CX function in executive reviews, client presentations, and strategic planning sessions

Performance & Process Optimization

• Analyze operational metrics, customer feedback, and business intelligence to identify trends, gaps, and opportunities for improvement

• Drive process innovation through automation, lean methodologies, and technology adoption

• Lead root cause analysis and corrective action planning for service delivery issues

Financial & Compliance Oversight

• Manage operational budgets, cost controls, and financial reporting for CX delivery

• Ensure compliance with contractual obligations, regulatory standards, and internal policies

• Support audit readiness and risk mitigation efforts across operational functions

Qualifications & Experience

Required

• Minimum of 10 years of progressive experience in CX operations, BPO, or customer service leadership roles

• Proven track record in managing large-scale teams, delivering complex projects, and exceeding client expectations

• Strong expertise in operational strategy, performance management, and process improvement

• Excellent communication, stakeholder management, and leadership skills

• Proficiency in data analytics tools, CRM platforms, and workforce management systems

Preferred

• Experience working with international clients across diverse industries

• Familiarity with digital transformation initiatives, including AI, automation, and omnichannel CX

• Background in Six Sigma, Lean, or other continuous improvement frameworks

• MBA or equivalent advanced degree in Business, Operations, or related field

Job Description

It's fun to work in a company where people truly BELIEVE in what they are doing

We're committed to bringing passion and customer focus to the business.

Key Responsibilities

• Develop and lead financial planning and analysis strategies, including budgeting, forecasting, and long-term financial modeling.
• Provide data-driven insights to senior leadership, identifying trends, risks, and opportunities.
• Oversee the preparation of financial reports and presentations for executives and stakeholders.
• Collaborate with cross-functional teams to align financial strategies with business goals.
• Manage financial performance metrics, analyzing variance and making recommendations for improvement.
• Enhance financial processes and systems, ensuring efficiency and accuracy in reporting.
• Lead and mentor the FP&A team, fostering a culture of innovation and continuous improvement.

Required Qualifications

• Bachelor's or Master's degree in Finance, Accounting, Business, or related field.
• 10+ years of experience in financial planning, analysis, and strategy.
• Strong leadership skills, with experience managing high-performing teams.
• Expertise in financial modeling, budgeting, forecasting, and reporting.
• Proficiency in financial software and tools such as Excel, ERP systems, and BI platforms.
• Exceptional analytical, problem-solving, and communication skills.
• Ability to work in a fast-paced environment and drive strategic decision-making.

Preferred Qualifications

• Experience in (industry-specific expertise, e.g., technology, healthcare, retail).
• CPA, CFA, or other relevant certifications.
• Familiarity with business intelligence tools and financial analytics software.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

Original Title: Director, Operations Financial Planning and Analysis

Req Id: R25_04713

Posted At: Wed Oct :00:00 GMT+000 (Coordinated Universal Time)

Accounting & Finance | Management

Full Time

Quezon City, Philippines, 1105

Ascendion Philippines is

for Process Improvement Analyst (Greenbelt Certified)

Position: Process Improvement Analyst (Greenbelt Certified)

Set up: Hybrid ( Monday-Friday Only)

Work Location: Taguig, City Philippines

For interested candidates, you may send your resume to

or message your NAME/NUMBER/EMAIL ADDRESS to

Qualifications

Greenbelt Certified

Can start ASAP

Business Process Improvement and Business Process skills

Strong Analytical Skills and Business Analysis experience

Strong skills in Business Process Improvement and Business Process analysis

Excellent Analytical Skills and Business Analysis experience

Effective Communication skills, both written and verbal

Ability to work independently and in a team environment

Proficiency in using process improvement tools and software

Bachelor's degree in Business Administration, Management, or a related field

Experience in a similar role within the technology or consulting industry is a plus

Job Summary
: The Process Improvement Scheduler is responsible for planning, coordinating, and overseeing the scheduling, dispatching, and utilization of manpower resources to ensure efficient and timely completion of projects. This role involves defining manpower requirements, allocating resources, managing schedules, and tracking performance. The Scheduler will work closely with various departments to ensure that all project milestones are met and that any deviations are promptly addressed.

Key Responsibilities
Manpower Planning & Scheduling
:

• Collaborate with project stakeholders to define manpower requirements and objectives.
• Develop initial manpower plans and timelines.
• Allocate necessary resources and create detailed schedules.

Dispatching & Execution

• Assign tasks to team members and oversee deployment.
• Monitor manpower performance, including man-hours and resource utilization.
• Ensure timely completion of tasks and milestones.

Utilization & Tracking

• Calculate and reconcile man-hours and project costs.
• Track manpower progress and make necessary adjustments.
• Submit monthly reports to billing and ensure compliance with control measures.

Controls & Reporting

• Obtain approvals from the Business Controller and Operations Manager for manpower plans and adjustments.
• Ensure accurate and timely submission of all required documentation and reports.

Qualifications

• Bachelor's degree in Business Administration, Project Management, or a related field.
• Proven experience in manpower scheduling and management.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Proficiency in scheduling and dispatching software and tools.

Skills

• Ability to manage multiple projects simultaneously.
• Strong organizational and time-management skills.
• Attention to detail and a high level of accuracy.
• Ability to work collaboratively with cross-functional teams.

Work Environment

• Office-based with occasional site visits as required.
• Fast-paced and dynamic work environment.

JOB SUMMARY:

Assesses the adequacy and effectiveness of internal controls and identify gaps. Recommends and documents improvement on processes and controls based on the assessment.

DUTIES AND RESPONSIBILITIES

Reviews and assess the adequacy and effectiveness of Company policies, processes, and procedures.

Identifies gaps, weaknesses, and risks in internal controls and compliance procedures. Reviews and analyzes processes to ensure compliance and operational efficiency. Recommends improvements for internal controls, processes, and procedures.

Prepare detailed reports documenting findings, risks, and recommendations.

Collaborates with various Department Heads to address control gaps and implement improvements.

Monitors adherence to internal policies, procedures, and regulatory requirements. Performs other duties that may be assigned from time to time.

QUALIFICATIONS:

A graduate with a Bachelor's degree in Accountancy.

Must be a Certified Public Accountant (CPA).

Experience with one of the Top External Audit Firms is required.

Experience in internal audit is required.

With very good written and oral communication skills.

With strong analytical and problem-solving abilities.

Must have worked in ERP environment.

High proficiency in MS Office especially in MS Excel.

Generate plan, implement and monitor effectiveness of the project assuring and improving quality, safety and efficiency. Render support and assistance within his/her section and others in achieving the overall company goals and targets.

Responsible for kaizen detection of high impact kaizen items that will improve Quality, Efficiency, Safety, Material consumption , Monitors Yield and Efficiency, for assigned area/Process, provides daily and weekly reports for the accomplishment , of corresponding area, and head of the evaluations and negotiations with process engineers, Conducts evaluation to ensure quality is not affected becomes better, Generate documents such as FMEA, HIRAC, ECCF, TCCF, PCCF and Technical report

Minimum Requirements:

• College Graduate
• With at least 2 years of relevant experience in Electronics/Semiconductor Company as similar designation is an advantage

Job Types: Full-time, Permanent

Benefits:

• Discounted lunch
• Free parking
• Promotion to permanent employee
• Transportation service provided

Work Location: In person

• Salary:

Php 44,000 to Php 60,000
- Location:

Manila
- Country:

Philippines
- Business Unit:

Education
- Vacancy Type:

Permanent
- Closing Date:

19 October 2025

Hannah Heradura

Process Improvement Analyst

Internal

Work setup: We operate in a hybrid work environment, and we encourage applicants who are open to working in the office two days a week to apply.

Work schedule: Monday to Friday, 3PM to 11PM Manila time, overlaps with UK operating hours

Employment type: Permanent

Location: Makati City, Metro Manila

Pay range: We value transparency and want to ensure a good fit for both parties. We encourage applicants who are comfortable within the salary range of Php 44,000 to 60,000 to apply.

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organization proudly affiliated with the prestigious University of Cambridge.

We're looking for someone with a talent for process and system improvement and automation to join the International Education Digital Production team. The ideal candidate will help us transform our internal processes so that we can work more effectively to deliver world class educational resources to our customers.

Why Cambridge?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of the prestigious University of Cambridge. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

Joining Cambridge's second-largest global office in the Philippines —operating for over 22 years with 1,300+ colleagues— means becoming a part of an extraordinary institution renowned worldwide. We are recognised as a Great Place to Work for three consecutive years, reflecting our inclusive culture, strong sense of purpose, and commitment to the professional growth and well-being of our people. At Cambridge, we don't just publish books or deliver tests—we empower progress, inspire curiosity, and champion the pursuit of knowledge.

What can you get from Cambridge?

At Cambridge, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

The organization offers a wide range of benefits and opportunities including:

• Regular Employment on Day 1
• HMO Coverage and Life Insurance on Day 1
• Paid Annual Leaves (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)
• Vesting/Retirement package
• Opportunities for career growth and development
• Access to well-being programs
• Flexible schedule, hybrid work arrangement and work-life balance
• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures

What will you do as a Publishing Systems and Process Analyst?

Reporting to the Head of Global Publishing Systems, your accountabilities will include:

• Building positive relationships with people in International Education Operations and in Technology, learning about how we work
• Continually analysing our current ways of working and the systems we use, and making recommendations for improvement
• Researching, designing, and implementing your recommended solutions, in collaboration with our colleagues in Technology
• Representing the needs of the department on other technology projects as a key subject-matter expert, making sure the systems we use are as effective as they can be

What makes you the ideal candidate for this role?

An ideal candidate has the following qualities:

Essential:

• Understanding of business analysis and process improvement techniques
• Understanding of different types of automation (e.g. fixed, programmable, flexible, integrated) & associated tools (e.g. code, software, platforms)
• Experience of analysing complex processes and systems, with the ability to identify problems and suggest solutions
• Excellent communication skills, with the ability to work with both technical teams and stakeholders of varying levels of digital literacy to translate requirements and expectations
• A positive attitude towards embracing change and uncertainty while supporting stakeholders through said change in processes and systems

Desirable:

• Presentation and influencing skills, including to senior stakeholders
• Ability to understand how best to deliver value and drive growth and profitability

This role requires excellent written and verbal communication skills. As part of the selection process, you will be given interview questions ahead of time, so that you can prepare thoughtful answers that demonstrate your skills. These will be sent via email so, check your inbox/spam for this.

Are you driven by desire to be part of a globally renowned institution that celebrates innovation, embraces inclusion, and empowers learners? Then, we invite you to Pursue your Potential with us.

Applications received through the system will be reviewed on a rolling basis and may close the vacancy once sufficient applications are received. Therefore, if you are interested, tailor-fit your CV (advantageous if you submit one with a Cover Letter) and submit as early as possible.