Director, Global Delivery & CX Operations

Cognizant; Quezon City; Hybrid; PHP 3,500,000 - 5,500,000; Full time

Job summary

Cognizant Technology Solutions Corporation seeks a Director, IOA to lead delivery for Retail, Manufacturing, and Logistics accounts in the Philippines. You will own end-to-end experience outcomes, drive CSAT and NPS, and manage end-to-end program delivery across a global delivery model.

You will anchor Steering Committees, drive profitability, and collaborate with Markets teams to grow mindshare while ensuring strict governance and data privacy compliance.

Qualifications

• Lead delivery for large, multi-account engagements with accountability for profitability and client satisfaction.
• Anchor Steering Committee meetings; present delivery status, risks, and performance.
• Drive growth while maintaining operational rigor across a global delivery model.
• Ensure compliance with data privacy and PCI-DSS requirements.
• Plan for seasonal demand peaks with demand forecasting and staffing.
• Oversee BPO delivery across omnichannel customer care, order management, returns, and refunds.

Responsibilities

• Own P&L for Philippines-based accounts and drive revenue, margin, and profitability targets.
• Anchor and lead Steering Committee meetings, presenting delivery status and performance.
• Maintain engagement with client contacts and Markets teams to align on priorities.
• Coordinate across location POCs to share best practices and ensure seamless delivery.
• Oversee project team activities to ensure quality and timely execution; review estimates for new opportunities.
• Report on SLAs, performance metrics, and account health; address escalations quickly.

Skills

P&L ownership

Delivery leadership

Stakeholder management

Multi-project governance

Financial management

Client relationship

BPO/CX operations

Education

Bachelor's degree

BA; Diploma in Industrial Safety, Fire Engineering and Environmental Science

Tools

GDS knowledge

CRM systems

Workforce management platforms

Job description

Cognizant Technology Solutions Corporation seeks a Director, IOA to lead delivery for Retail, Manufacturing, and Logistics accounts in the Philippines. You will own end-to-end experience outcomes, drive CSAT and NPS, and manage end-to-end program delivery across a global delivery model.

You will anchor Steering Committees, drive profitability, and collaborate with Markets teams to grow mindshare while ensuring strict governance and data privacy compliance.