Director of Operations — Scalable Tech CX Leader

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 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,