CX Operations Director: Strategy & Client Leadership

iOPEX Technologies Philippines Inc.; Taguig; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

iOPEX Technologies Philippines Inc. is seeking a senior CX operations leader to oversee multiple service lines in Taguig. The role focuses on strategic planning, performance management, and driving continuous improvement in service delivery.

You will liaise with clients, manage budgets, and lead a high-performing team to ensure exceptional customer experiences. The ideal candidate has 10+ years in CX operations or customer service leadership, strong analytics, and proven stakeholder management

Qualifications

• Minimum 10 years of progressive CX operations or customer service leadership experience.
• Proven track record leading large teams and delivering complex projects.
• Strong expertise in operational strategy, performance management, and process improvement.
• Excellent communication and stakeholder management skills.
• Proficiency with data analytics tools, CRM platforms, and WFM systems.

Responsibilities

• Oversee day-to-day CX operations across multiple service lines and ensure high-quality delivery.
• Lead and mentor operations managers and team leads to foster accountability and collaboration.
• Define and implement operational strategies aligned with client expectations and market trends.
• Partner with senior leadership to drive strategic CX initiatives, KPIs, and dashboards.
• Manage budgets, governance, and compliance for CX delivery and risk mitigation.

Skills

CX operations leadership

Team management

Performance management

Data analytics

Stakeholder management

Communication

Education

MBA or equivalent

Tools

CRM platforms

Workforce management systems

Job description

iOPEX Technologies Philippines Inc. is seeking a senior CX operations leader to oversee multiple service lines in Taguig. The role focuses on strategic planning, performance management, and driving continuous improvement in service delivery.

You will liaise with clients, manage budgets, and lead a high-performing team to ensure exceptional customer experiences. The ideal candidate has 10+ years in CX operations or customer service leadership, strong analytics, and proven stakeholder management