CX Operations Director: Strategy & Delivery Excellence

iOPEX Technologies Philippines Inc.

Philippines

On-site

PHP 1,800,000 - 3,000,000

Full time

7 hours ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

iOPEX Technologies Philippines Inc. seeks a Senior CX Operations leader to oversee daily on-site CX activities, manage large teams, and drive service excellence for Fortune 500 clients. You will shape strategic plans, budgets, and process improvements while maintaining strong client relationships.

The role requires 10+ years in CX or customer service leadership, with expertise in analytics, CRM platforms, and workforce management. Strong communication and leadership are essential.

Qualifications

Minimum of 10 years in CX operations, BPO, or customer service leadership.
Proven track record in managing large teams and complex projects.
Strong expertise in strategy, performance management and process improvement.

Responsibilities

Oversee day-to-day CX operations across multiple service lines.
Lead and mentor operations managers and team leads.
Develop operational strategies aligned with business goals and client needs.
Translate objectives into KPIs and dashboards for CX teams.
Lead planning cycles including headcount forecasting and capacity.

Skills

CX operations

Leadership

Process improvement

Stakeholder management

Data analytics

CRM platforms

Workforce management

Education

MBA or equivalent advanced degree

Job description

The role requires 10+ years in CX or customer service leadership, with expertise in analytics, CRM platforms, and workforce management. Strong communication and leadership are essential.

Get your free, confidential resume review.

or drag and drop your file here.