Job description
IntouchCX is a globally recognized leader in outsourced customer experience solutions, delivering outcomes that matter for some of the world's most respected brands. We are seeking a dynamic Director of Operations to guide and scale our Manila-based operations, drive service excellence, and lead a high-performance team in a fast-paced, data-driven environment. This is a strategic, hands-on leadership role that blends operational discipline with a customer-centric mindset. You will shape the delivery model, optimize end-to-end processes, and partner with cross-functional teams to ensure client success while protecting margins. If you are a bold, results-oriented leader who thrives on complex challenges and is passionate about people development, IntouchCX offers a compelling platform to advance your career and influence global customer experiences.
Your remit spans strategy, execution, and people leadership. You will own the operational roadmap for multi-client programs, ensure SLA adherence, and manage cost-to-serve to maximize profitability without compromising quality. You will lead capacity planning, workforce optimization, quality assurance, risk management, and compliance across the Manila operation, with clear governance and data security practices. In collaboration with Sales, Client Solutions, Technology, Finance, and HR, you will design scalable processes, accelerate program launches, and drive continuous improvement initiatives using data-driven analytics. You will recruit, coach, and retain top talent, build leadership succession plans, and cultivate a culture of accountability, learning, and innovation. This is a high-exposure role reporting to executive leadership and offering a unique opportunity to shape a premier customer experience delivery organization.
Responsibility
- Define and execute the strategic operations roadmap to support global client programs from Manila, ensuring service levels align with client commitments and business goals.
- Lead end-to-end contact center operations, including scheduling, capacity planning, workforce management, quality assurance, and incident management.
- Drive continuous improvement initiatives to optimize cost-to-serve and shrink operational waste using data-driven methodologies.
- Develop and manage budgets, P&L ownership, and cost controls while safeguarding service quality and client satisfaction.
- Partner with Sales, Client Solutions, Technology, and HR to design scalable processes and launch new programs.
- Establish governance, risk management, compliance, and data security practices across all operations.
- Attract, coach, and retain top talent; build succession plans and develop leadership across the operations team.
Qualification
- Bachelor’s degree in Business, Operations, Engineering, or a related field; MBA or relevant advanced degree is a plus.
- Minimum 10+ years of experience in operations leadership within BPO/outsourcing or a related client services industry.
- Proven track record of managing large-scale contact center operations and multi-site programs.
- Strong analytical and financial acumen with experience managing budgets and driving profitability.
- Demonstrated leadership capabilities; excellent communication, negotiation, and stakeholder management skills.
- Expertise in process optimization, quality improvement, and change management.
- Ability to influence, build cross-functional relationships, and lead through change in a fast-paced environment.