Operations Director

Acquire Intelligence; Pasig; On-site; PHP 6,000,000 - 12,000,000; Full time

Benefits offered by this job

HMO coverage for you and your family

Epic Yearly Kick-Off Parties with car

Value Awards

Internal promotions

Meaningful work with teams

Job summary

Acquire Intelligence is seeking an Operations Director to own operational performance and client delivery across multiple programs. You will work with Client Partners to ensure exceptional outcomes, operational excellence, and achievement of contractual commitments in a hands-on, client-facing leadership role.

The role requires strong commercial awareness, strategic thinking, and deep BPO expertise, with occasional overseas travel to support client relationships, reviews, and requirements.

Qualifications

• Progressively responsible leadership in BPO/CX or back-office operations.
• Strong client-facing experience and stakeholder management.
• Analytical mindset with ability to drive performance through data.

Responsibilities

• Oversee the operational performance and delivery of multiple programs, ensuring SLAs and contractual commitments.
• Partner with Client Partners to maintain strong client relationships and align delivery with expectations.
• Serve as a trusted operational point of contact for clients with professional demeanor and customer-first mindset.
• Anticipate client needs and risks, driving service improvements proactively.
• Lead, coach, and develop operations leaders and teams to build high-performing orgs.
• Resolve complex operational challenges with hands-on, timely follow-through.
• Analyze data to identify trends, root causes, risks, and opportunities for improvement.
• Drive continuous improvement initiatives and challenge existing processes.
• Collaborate with Finance, HR, WFM, Quality, IT to enhance program performance.
• Prepare and present operational reviews and recommendations to clients and senior stakeholders.

Skills

BPO Leadership

Client-facing

Data-driven

Cross-functional leadership

Travel flexibility

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! At Acquire Intelligence, our mission is to help business work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

Benefits

• HMO coverage for you and your family
• Epic Yearly Kick-Off Parties with major giveaways (including a car in 2023!)
• Recognition through our Value Awards — we celebrate your wins
• Real career growth with internal promotions
• Meaningful work with talented and supportive teams

Your Future Matters

• 900 internal promotions every year
• 2,700+ leadership training courses

Extra Rewards Along The Way

• 14th Month Pay for employees who complete 5 years with us
• Generous referral incentives of up to ₱42,000 depending on the role

Enjoy Work-life Balance

• 12 Vacation Leaves
• 12 Sick Leaves
• 1 Birthday Leave

A SNAPSHOT OF YOUR ROLE

As Operations Director at Acquire Intelligence, you will take ownership of operational performance and client delivery across multiple programs, working hand in hand with Client Partners to ensure exceptional customer outcomes, operational excellence, and achievement of contractual commitments. This is a hands-on, client-facing leadership role where your commercial awareness, strategic thinking, and deep BPO expertise will directly shape the success of the clients you serve. You are an experienced operations leader who thrives on complexity, builds trusted client relationships, and inspires high-performing teams to deliver their best. The role may require occasional overseas travel to support client relationships, operational reviews, business requirements, and other organizational priorities. This is a day shift position, with occasional flexibility required to support client and business requirements. If you are proactive, intellectually curious, and driven to make a measurable difference, this is the role for you.

Your Daily Responsibilities

• Oversee the operational performance and delivery of multiple programs, ensuring consistent achievement of SLAs, quality standards, and contractual commitments
• Partner closely with Client Partners to maintain strong client relationships and align operational delivery with client expectations
• Serve as a trusted operational point of contact for clients, demonstrating credibility, professionalism, and a strong customer-first mindset
• Anticipate client needs and emerging risks, shaping service improvements before performance gaps become visible
• Lead, coach, and develop operations leaders and teams to build engaged, high-performing organizations
• Take a hands-on approach to resolving complex operational challenges, ensuring timely and effective follow-through
• Analyze operational and business data to identify trends, root causes, risks, and improvement opportunities
• Drive continuous improvement initiatives, challenging existing processes to deliver better outcomes for clients and the business
• Collaborate with cross-functional teams including Finance, HR, Workforce Management, Quality, and IT to improve program performance
• Prepare and present operational reviews, performance updates, and recommendations to clients and senior stakeholders

a Bit About You

• 10 or more years of progressive experience in BPO, CX, customer operations, or back-office operations, with a strong senior leadership background
• Proven track record managing multiple programs, accounts, or lines of business simultaneously in a senior operations leadership capacity
• Strong client-facing experience with excellent communication, presentation, influencing, and stakeholder management skills
• Commercially minded with strong analytical and problem-solving acumen, using data to drive operational performance and business outcomes
• Experienced in leading, coaching, and developing high-performing operations leaders and teams
• Working knowledge of Accounts Payable, Accounts Receivable, or related financial back-office processes, without requiring a formal accounting background
• Cross-functional leadership capability, with the ability to navigate complex business environments and collaborate effectively across multiple functions
• Hands-on, proactive, and results-oriented, with a strong bias for action in fast-paced and evolving environments
• Flexible and adaptable, with the ability to manage shifting business demands and travel internationally on occasion

What We Value

• Curious and Clever: Smart questions spark smart solutions.
• Entrepreneurial Energy: Think like an owner. Solve like a founder.
• Fast with Intent: We move fast and deliver real results.
• Laugh and Learn: We don't take ourselves too seriously, just our results.