Operations Director - Content Moderation/Hi Tech/Trust & Safety

vCustomer Philippines, Inc.; Philippines; On-site; PHP 3,200,000 - 5,200,000; Full time

Job summary

vCustomer Philippines, Inc. is looking for an Operations Director to oversee financial management, governance, and leadership across Content Moderation and Trust & Safety programs.

The role includes budgeting, forecasting, and full P&L accountability while guiding multiple teams to meet SLAs and customer satisfaction. You will drive process improvements, manage vendor relations, and lead client engagements across geographies, with focus on employee wellness and resilient operations.

Qualifications

• Bachelor's degree required; postgraduate degree preferred.
• 10–12 years related experience, including 3–5 years in Content Moderation and/or Trust & Safety.
• 1–2 years at Operations Director level with P&L, governance, and project management responsibility.
• Experience managing 800+ FTEs across geographies and client accounts.
• Strong financial ownership mindset and client-facing leadership.
• Excellent communication, negotiation, and cross-functional collaboration skills.

Responsibilities

• Own annual budgeting, forecasting, financial reporting, audits/vendor coordination, and full P&L accountability for assigned programs and projects.
• Improve efficiency across support functions including Recruitment, Training, Quality, Workforce, HR, IT, and Finance; implement governance, process improvement, automation, RPA, and GenAI-led business transformation.
• Lead Operations Managers, Associate Managers, Team Leaders, and Associates to meet SLAs, KPIs, productivity, quality, and customer satisfaction targets across multiple programs and LOBs.
• Lead complex client engagements, identify business challenges, design delivery solutions, handle scope and escalation issues, and ensure excellent customer service and client satisfaction.
• Drive employee wellness, mental health, and resilience programs for Content Moderation and Trust & Safety teams; act as site POC and oversee business continuity requirements.

Skills

Financial management

Leadership

Governance

Client relationship management

People wellness

Strategic planning

Cross-functional collaboration

Education

Bachelor's degree

Post Graduate Diploma or Master's degree

Job description

About the role

This is an Operations Director role responsible for financial management, operational effectiveness, leadership and governance, client relationship management, and people wellness across Content Moderation and Trust & Safety programs. The role involves owning annual budgeting, forecasting, financial reporting, and full P&L accountability for assigned programs and projects, while leading multiple teams to meet SLAs, KPIs, productivity, quality, and customer satisfaction targets.

Key responsibilities

• Own annual budgeting, forecasting, financial reporting, audits/vendor coordination, and full P&L, margin, and EBITDA accountability for assigned programs and projects
• Improve efficiency across support functions including Recruitment, Training, Quality, Workforce, HR, IT, and Finance; implement governance, process improvement, automation, RPA, and GenAI-led business transformation
• Lead Operations Managers, Associate Managers, Team Leaders, and Associates to meet SLAs, KPIs, productivity, quality, and customer satisfaction targets across multiple programs and LOBs
• Lead complex client engagements, identify business challenges, design delivery solutions, handle scope and escalation issues, and ensure excellent customer service and client satisfaction
• Drive employee wellness, mental health, and resilience programs for Content Moderation and Trust & Safety teams; act as site POC and oversee business continuity requirements

About you

• Bachelor's degree required; Post Graduate Diploma or Master's degree preferred
• 10–12 years related experience, including 3–5 years in Content Moderation and/or Trust & Safety
• 1–2 years at Operations Director level or similar capacity with P&L, business transformation, and project management responsibility
• Experience managing 800+ FTEs, multiple geographies, multiple client accounts, and senior stakeholder/client relationships
• Strong business acumen with financial ownership mindset
• Client-facing leadership and negotiation skills
• Strategic and tactical planning capability
• Operational excellence, process improvement, and transformation mindset
• Strong communication, presentation, people management, and cross-functional collaboration skills

Work Set-up:

Location: Eastwood, Quezon City | On-site

Work: Shifting schedule, weekends, holidays, and overtime as needed