Remote Operations Leader for Client Experience

Ubiquity; Quezon City; On-site; PHP 2,400,000 - 4,800,000; Full time

Job summary

Ubiquity in the Philippines seeks an Operations Director to lead the operations team, drive performance against KPIs, and ensure service levels across client accounts. You will engage regularly with key client contacts, manage day-to-day operations, and champion a culture of excellence through empathy and accountability.

You will develop the talent pool, coach Operations Managers, and implement best practices to exceed targets.

Qualifications

• At least 2 years of work experience as an Operations Director.
• Extremely strong call center management experience.
• Experience managing teams remotely.
• Strong numeracy and analytical skills.

Responsibilities

• Lead the Operations team and deliver overall operational metrics & targets.
• Proactively engage with key client contacts in line with client expectations.
• Ensure delivery of Client KPIs/targets, including day-to-day service levels, customer experience, quality measures, and compliance measures
• Develop the operational talent pool by optimizing the skills of the existing team, in partnership with internal recruitment to attract external talent.
• Oversee the operational performance of client areas and for exceeding targets of all required metrics
• Identify and implement operational best practice through interaction with the wider team
• Motivate and performance manage Operations Managers within the account to ensure delivery of overall targets and business plan
• Select and coach Operations Managers
• Execute a well-defined Communication and Engagement model so all teams understand performance and needs
• Manage and develop the operational client relationships through review meetings and day-to-day ops liaison
• Identify further opportunities for services and process improvements

Skills

Operations leadership

Client engagement

People management

Remote team management

Process improvement

Customer experience

Analytical skills

Detail-oriented

Headcount management

Education

College-level education

Job description

Ubiquity in the Philippines seeks an Operations Director to lead the operations team, drive performance against KPIs, and ensure service levels across client accounts. You will engage regularly with key client contacts, manage day-to-day operations, and champion a culture of excellence through empathy and accountability.

You will develop the talent pool, coach Operations Managers, and implement best practices to exceed targets.