Operations Director - Remote, Client Experience Leader

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

Job summary

Ubiquity is seeking an Operations Director to lead the operations team, drive performance, and deliver superior service with a focus on client satisfaction and continuous improvement.

The role requires strong call center management experience, a track record with large teams, and ability to engage with key client contacts while maintaining high metrics across service levels, CX, and compliance.

Qualifications

• At least 2 years of experience as an Operations Director.
• College-level education in any field.
• Strong call center management experience is essential.
• Ability to set and review organizational/productivity objectives.
• Experience managing client engagement and business continuity.
• Proven track record with large teams and remote management.

Responsibilities

• Lead the Operations team and meet overall operational metrics and targets.
• Maintain regular engagement with key client contacts per expectations.
• Ensure delivery of client KPIs, service levels, CX, quality, and compliance.
• Develop operational talent with recruitment teams; succession planning in place.
• Oversee performance of client areas and exceed targets across metrics.
• Identify and implement operational best practices with the wider team.
• Motivate and performance-manage Operations Managers to hit targets.
• Coach Operations Managers and manage and develop the team.
• Execute a communication and engagement model so teams understand performance and needs.
• Manage client relationships through reviews and day-to-day liaising in key work streams.
• Spot opportunities for service improvements.

Skills

Call center management

Client engagement

Remote team leadership

Analytical skills

Detail-oriented

Operations leadership

Change management

People mgmt 200+

Business continuity

Education

College degree

Tools

None

Job description

Ubiquity is seeking an Operations Director to lead the operations team, drive performance, and deliver superior service with a focus on client satisfaction and continuous improvement.

The role requires strong call center management experience, a track record with large teams, and ability to engage with key client contacts while maintaining high metrics across service levels, CX, and compliance.