134 Director 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

Key Responsibilities

• Lead and manage the team, ensuring alignment with business goals.
• Oversee and drive projects from initiation to completion.
• Manage multiple priorities simultaneously while maintaining efficiency and quality.
• Ensure smooth coordination across tasks, processes, and deadlines.

Qualifications

• Strong leadership and decision-making skills.
• Proven ability to manage teams effectively.
• Excellent organizational and multitasking abilities.
• Clear communication and problem-solving skills.

Job Type: Full-time

Pay: Php60, Php70,000.00 per month

Benefits:

• Work from home

Work Location: Remote

Work Engagement
: Permanent | Direct Employment

Work Location
: BGC, Taguig City

Work Shift
: US Shift

Work Setup
: Onsite (3 months) then Hybrid

Summary:

The Operations Director is responsible for leading and managing the delivery of services of Global Business Services Center (GBS) in Manila. This role ensures the efficient execution of shared services across multiple functions, beginning with Human Resources and expanding to Finance, Supply Chain, Clinical, and other operational areas.

The position oversees a team of supervisors, promotes operational excellence, and applies best practices to improve service quality and customer satisfaction. In addition, the Operations Director contributes to strategic planning and drives continuous improvement initiatives to ensure alignment with the organization's overall goals.

Qualifications:

• Bachelor's degree
• Over 8 years of experience in a shared services environment.
• Proven leadership experience within a Global Business Services (GBS) setup.
• Strong background in HR Operations, including Call Center, Master Data Management (MDM), Technology, and Learning, at a regional or global level. (required)
• Exposure to Finance, Accounting, Supply Chain, or other functions within a GBS framework

Graduate of any 4-year course with 12-15 yrs BPO experience (2-5 yrs in senior management). Strong leadership, client management, and operations setup/transition expertise. Six Sigma a plus.

Job Type: Full-time

Pay: Up to Php250,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Free parking
• Health insurance
• Life insurance
• Paid training

Education:

• Bachelor's (Required)

Experience:

• Sr Operations Manager: 5 years (Required)
• BPO : 10 years (Required)

License/Certification:

• Lean Six Sigma Certification (Required)

Work Location: In person

The Director of Operations will manage the company's daily operations to ensure smooth and efficient workflow of the project, and will report to the COO. He/She is responsible for developing and implementing operational strategies, monitoring performance, managing budgets, and leading teams to achieve organizational goals.

Responsibilities

• Measure the effectiveness of all processes (budget, operations, and management, etc.)
• Determine company's strategic growth as part of the executive team
• To constantly review and update Business/Project-related processes to align with business goals
• Communicating with departmental heads to develop financial plans and ensure company-wide compliance
• Monitoring company revenue margins and conducting budget reviews to maximize profits
• Has an extensive experience in real estate, especially in project development/management
• Managing, monitoring and regulating the entire project development process, including all data, issues, risks, and critical path
• To ensure that projects are planned and executed according to parameters set by management (e.g. concept, costs, profits, timelines, legal compliance, etc.)
• Analysis of project data relative to overall project health, and recommendation of issue resolutions and value additive action plans

Qualifications

• Bachelor's degree in Business Management or related course
• MBA degree is preferred
• With at least
  10 years of relevant experience in the real estate industry
• Strong interpersonal and communication skills

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

• Partner with the Senior Director to lead the Testing Pillar's multi-year transformation roadmap and strategic plans, focusing on the successful delivery of Visa's Client Product Testing Tools. Collaborate with the COE team and regional Testing groups to define and implement a future-focused vision that aligns people, processes, and systems, driving continuous improvement and automation.

• Product Launch Management:
  Oversee end-to-end go-to-market planning, rapid execution, and post-launch performance optimization for the new enterprise testing platform, ensuring delivery within aggressive timelines.

• Drive accelerated launch cycles
  by establishing streamlined processes, clear milestones, and cross-functional alignment to deliver the testing platform to market within 12 months, balancing speed with quality.

• Integrate AI-driven capabilities
  into both the product and operational workflows, ensuring the platform leverages automation, intelligent analytics, and machine learning to enhance testing efficiency and decision-making.
• Lead comprehensive launch readiness activities
  , including product positioning, enablement of testing teams, documentation, training programs, and stakeholder communication to ensure rapid adoption and seamless transition.
• Execute post-launch optimization
  through continuous monitoring of platform performance, gathering user feedback, and leveraging AI-powered insights to iterate quickly, resolve issues, and deploy enhancements at speed.

• Operational Reporting
  : Develop and maintain dashboards, reports, and documentation to monitor product initiatives, performance, and outcomes.

• Drive implementation of metric-based improvements including monitoring, reporting, performance analysis and cost benefit

• Provide senior stakeholder updates, translating complex problems into data and insights throughout the journey and enabling informed business decisions

• Data & Insights
  : Gather, analyze, and present product performance metrics to guide strategic decisions and measure success.

• Leverage a wide variety of analytical & process management skills to develop comprehensive process improvement plans.

• Tools & Systems
  : Manage and enhance product management tools (e.g., Jira, Confluence, MS Teams, MS Project, Productboard) to maximize team productivity and workflow efficiency.

• Evaluate and analyze testing processes and services, recommending improvements to enhance efficiency and effectiveness.

• Cross-Functional Alignment
  : Drive effective communication and collaboration between product, engineering, design, and support teams. Deep collaboration with our main stakeholders including, Client Services, Product, Technology, and other support teams.

• Represent all regional Testing teams in cross functional projects, including being the POC for our Tech solutions such as tools, system enhancement, reporting, troubleshooting, etc.

• Engage and establish business partnerships with cross functional leadership including CS leadership, relevant stakeholders and business partners across Visa to collaborate, influence, and drive Center of Excellence programs and initiatives.

• Customer Feedback Loop
  : Establish and maintain processes to capture, analyze, and incorporate customer and user feedback into product planning.

• Translates the 'voice of the client and/or employee' into strategic initiatives, partnering with global senior stakeholders to deliver on an improvement pipeline

• Partner with cross-functional testing teams to improve the client experience, service standards and/or, operational efficiency and effectiveness through process design and re-engineering
• Develop and manage Testing and stakeholder training curriculum with implementation plans, ensuring relevant content by audience and contract management best practices. Together with Senior Consultant manger, provide training and guidance to team members and other stakeholders.
• Acts as an ambassador to coach and lead the client services organization to deliver process improvement and cost saving across our business, specifically in testing pillar

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

We are looking for an individual who brings breadth of experience, a curiosity about payments, is results-driven and client-focused. This role is an individual contributor at an advanced support staff level.

As a candidate, you should have:

• Minimum 10 years' experience in successful delivery of large initiatives with demonstrated business value.
• Proven ability to manage complex, cross-functional initiatives from concept to delivery.
• Minimum 10 years' experience in Software Testing, including Payments, Mobile, Web-based, and Client-Server applications using both Manual and Automation techniques.
• Strong AI expertise — proven experience in AI adoption, implementation, and integration into products and operational workflows, including automation, intelligent analytics, and machine learning.
• Experience in developing and deploying client-facing testing tools or similar solutions is an advantage.
• 5+ years of experience in Product Management, Project Management, or Product Operations roles.
• Degree in Computer or Process Engineering, MIS, or Technology-related field.
• Strong analytical and problem-solving skills, with experience using data and AI-powered insights to drive decisions.
• Excellent communication, facilitation, and stakeholder management skills.
• Proficiency in product and project management tools (e.g., Jira, Confluence, MS Teams, MS Project, Copilot, Productboard).
• Track record of introducing new methods and thought processes to drive business process improvements.
• Experience working in SaaS or technology-driven companies.
• Familiarity with Agile, Scrum, or other iterative delivery methodologies.
• Knowledge of operational improvement frameworks (e.g., Lean, Six Sigma).
• Exposure to customer success or support operations.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.