Retail Ops Director: Global Customer Support & KPIs

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

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.