Operations Director (Retail Program) | Cubao Site

IBEX Global Solutions (Philippines) Inc.; Metro Manila; On-site; PHP 2,000,000 - 3,500,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking an Operations Director to lead technology delivery for a key client, ensuring robust operations, staff alignment and KPI-driven performance.

The role requires coordinating customer support programs, SOPs, and cross-functional collaboration to optimize service delivery. The successful candidate will oversee multi-site/ global product support teams, manage budgets, and translate client strategies into efficient processes.

Qualifications

• Requires proven ability to deliver KPI management goals across multiple lines of business.
• Experience in providing solutions and projects focused on performance metrics.
• Engagement activities and programs experience is preferred.
• Amenable to on-site work in Quezon City, Philippines.

Responsibilities

• Manage all aspects of technology delivery in support of a client, including operations, enhancements and project support.
• Ensure staffing structures and budgets enable objective attainment.
• Develop and coordinate customer support programs and SOPs to drive efficiency.
• Escalation management and cross-department collaboration to expedite resolutions.
• Lead development and achievement of organizational KPIs, metrics and reporting.
• Oversee global product support teams with on-shore and off-shore members.
• Understand client technologies and strategic direction to apply to support processes.
• Collaborate with internal teams to align communications, technology and processes with client counterparts.

Skills

KPI management

Program management

Leadership

Customer service

Stakeholder collaboration

Job description

POSITION TITLE: Operations Director

DEPARTMENT: Operations

RELATIONSHIPS: Reports to AVP for Operations

JOB DESCRIPTION

• Manage all aspects of technology delivery in support of a client for the complete landscape including day to day operations, application enhancements and project support.
• Ensure that organizational structure and staffing plans are adequate to attain organizational objectives while maintaining budget requirements.
• Responsible for the development, implementation and coordination of customer support programs and standard operating procedures to drive efficiency and effectiveness of support operations.
• Management of escalated issues and collaboration with other department leaders, as necessary, to expedite resolution.
• Accountable for the development and achievement of organizational KPIs, Metrics and management reporting.
• Management of a global product support teams that may include both on-shore and off-shore employees and/or contractors.
• Maintain an understanding client’s technologies and strategic direction and apply that knowledge to the customer support process.
• Collaborates with other internal teams to integrate communication, technology, people and process with client counterparts.

QUALIFICATIONS

• Combined 10 years of experience in the Call Center Industry, directing large scale programs with multiple lines of business with an emphasis on customer service and sales.
• Must have experience handling a Retail/e-commerce program with minimum of 600 HC.
• Multi-site management is a plus.
• Must have experience managing multiple LOBs with different KPIs.
• With proven track record and expertise in providing solutions and projects focused in delivering KPI management goals
• Has implemented effective Engagement activities and programs
• Amenable to work on site in Quezon City