Director of Operations

UnifyCX; Quezon City; On-site; PHP 2,400,000 - 4,800,000; Full time

Job summary

UnifyCX is seeking a dynamic Director of Operations to lead and scale our technology and customer service operations in the Philippines. The role focuses on driving operational efficiency, improving service quality, and delivering exceptional customer experiences through strong SLA adherence and high CSAT scores.

The ideal candidate has 10+ years in operations management, with at least 5 years in tech/customer service leadership, and a proven ability to build multi-channel support operations,

Qualifications

• 10+ years in operations management with leadership in tech/customer service.
• Proven experience managing large-scale, multi-channel support operations with SLA/CSAT focus.
• Familiarity with customer service tools and automation platforms.
• Experience building KPI dashboards and performance tracking.
• Strong analytical and problem‑solving abilities with data-driven insights.

Responsibilities

• Oversee daily operations across technical support, customer service, and service delivery.
• Drive KPIs including SLA compliance, CSAT, FCR, AHT, and agent utilization.
• Scale multi-channel support (chat, email, voice, self-service) for a fast-growing tech org.
• Collaborate with Product, Engineering, and QA to feed customer issues back into product improvements.
• Define policies and SOPs for consistent, high-quality customer interactions.
• Identify gaps and implement automation to improve efficiency and service delivery.
• Review team performance and customer feedback to find improvement opportunities.
• Coach and develop operations managers and team leads for high performance.
• Partner with Workforce Management for staffing, forecasting, and shift planning.
• Own vendor and BPO management, ensuring contractual and performance standards.

Skills

Operations leadership

Analytics

Leadership

Communication

Data-driven decisions

Team development

Cross-functional collaboration

SLA/CSAT management

Crisis management

Process improvement

Education

Bachelor’s degree in Business or Technology

MBA or relevant master’s preferred

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Support automation platforms

Job description

UnifyCX is looking for a dynamic and performance-driven Director of Operations to lead and scale our technology and customer service operations. This role will be responsible for driving operational efficiency, improving service quality, and ensuring exceptional customer experience through strong SLA adherence and high CSAT scores. The ideal candidate has deep experience in managing tech-driven support environments, understands support automation, and is passionate about customer satisfaction and operational excellence.

Key Responsibilities:

• Oversee daily operations across technical support, customer service, and service delivery functions.

• Drive the achievement of key performance indicators (KPIs) including SLA compliance, CSAT, FCR (First Contact Resolution), AHT (Average Handle Time), and agent utilization.

• Build and scale support operations that meet the needs of a fast-growing tech organization, including chat, email, voice, and self-service channels.

• Work closely with Product, Engineering, and QA teams to ensure customer issues are resolved efficiently and fed back into product improvements.

• Define and enforce policies and SOPs to ensure consistency, quality, and compliance across all customer interactions.

• Identify process gaps and implement automation tools and technology solutions to improve operational efficiency and service delivery.

• Conduct regular reviews of team performance, customer feedback, and operational metrics to identify improvement opportunities.

• Lead, coach, and develop operations managers and team leads to ensure high performance and employee engagement.

• Partner with Workforce Management to ensure optimal staffing, forecasting, and shift planning aligned with SLA targets.

• Own vendor and BPO partner management (if applicable), ensuring they meet contractual obligations and performance standards.

Qualifications:

• Bachelor’s degree in Business, Technology, or related field (MBA or relevant master’s preferred).

• 10+ years of experience in operations management, with at least 5 years in tech/customer service leadership roles.

• Proven experience managing large-scale, multi-channel support operations with a strong focus on SLA and CSAT metrics.

• Deep understanding of customer service tools (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) and support automation platforms.

• Experience implementing and managing KPI dashboards and performance tracking tools.

• Strong analytical and problem-solving skills with the ability to interpret complex data and drive actionable insights.

• Excellent leadership, communication, and interpersonal skills.

• Familiarity with ITIL, Six Sigma, or other operational improvement frameworks is a plus.

Key Competencies:

• Operational strategy and execution

• SLA/CSAT/KPI management

• Customer experience leadership

• Data-driven decision making

• Process improvement & automation

• Team development & cross-functional collaboration

• Vendor/BPO management

• Crisis and incident management

About Us:

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.