Operations Director: Lead Client KPIs & Ops Excellence

Ubiquity; Bacolod; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Ubiquity is seeking an Operations Director to lead the Operations team, driving overall metrics and client engagement in a high-volume environment. You will maintain regular contact with key clients, ensure service levels and KPIs, and develop a strong talent pool with succession planning to fill key roles.

The role requires extensive call center management experience, a strong customer-experience focus, and proven ability to manage remote teams and large headcounts.

Qualifications

• Must have at least 2 years of experience as an Operations Director.
• College-level education in any field is required.
• Strong call center management experience is essential.
• Ability to set and review organizational/productivity objectives.
• Experience managing client engagements and ensuring business continuity.
• Strong customer experience background in fintech, healthcare, or tech support.
• Extensive experience working directly with clients.
• Experience managing teams remotely, including large headcount.
• High numeracy and analytical skills; hands-on and detail-oriented.

Responsibilities

• Lead the Operations team and deliver overall operational metrics and targets.
• Proactively engage with key client contacts to meet expectations.
• Ensure delivery of Client KPIs/targets including service levels and compliance.
• Develop the talent pool and succession planning with internal recruitment.
• Own operational performance and exceed targets across client areas.
• Identify and implement best practices via cross-team collaboration.
• Motivate and manage Operations Managers to meet targets and business plans.
• Coach and select Operations Managers; manage and coach the team.
• Implement a communication/engagement model so teams understand performance needs.
• Develop client relationships through reviews and day-to-day ops liaison.
• Identify opportunities for service improvements and process optimization.

Skills

Operations Director experience

Call center management

Client engagement

Customer experience

People leadership

Remote team management

Headcount management

Numeracy & analytics

Detail-oriented

Hands-on attitude

Education

College-level education in any field

Job description

Ubiquity is seeking an Operations Director to lead the Operations team, driving overall metrics and client engagement in a high-volume environment. You will maintain regular contact with key clients, ensure service levels and KPIs, and develop a strong talent pool with succession planning to fill key roles.

The role requires extensive call center management experience, a strong customer-experience focus, and proven ability to manage remote teams and large headcounts.