Service Delivery Systems Lead

Yokly; Philippines; Remote; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Permanent Work-From-Home

Weekends off

HMO coverage

Wellness checks

Paid Time Off

Sick Leave

Mental Health Leave

Special leaves

US holidays observance

Convert PTO to cash

Company-provided equipment

13th Month Pay

Welcome Kit

Job summary

Yokly in the Philippines is seeking a systems/process professional to own QA, tooling, and workflow design for our Client Success team. This back‑office role reports to the CEO and focuses on building repeatable, defect-free work across client interactions.

You will lead a bench of operators, design security and training, and implement AI-enabled tooling to prevent issues at the source. This is a permanent remote role with graveyard hours aligned to PST, offering comprehensive benefits and the

Qualifications

• 3–5 years in operations, process or systems design, quality assurance, or related field.
• Bachelor's degree in Business, Information Systems, Operations Management, or related field, or equivalent experience.
• Meticulous about defects and building it right the first time.
• Comfortable training people and building their capability.
• Fluent with AI tools to actually build with them, not just use them.

Responsibilities

• Own the systems and tools used by Client Success team, including AI tooling.
• Design and embed quality assurance into workflows, not post-hoc checks.
• Close gaps where issues bounce up the chain instead of being solved at the source.
• Oversee delivery-side security, including agent monitoring and tool optimization.
• Build and oversee the leadership pipeline; design training paths for bench Operators.
• Lead a team of bench Operators and provide real training and leverage.

Skills

Operations experience

Process design

Quality assurance

Education

Bachelor's degree in Business

Equivalent experience

Job description

We know the best systems people get stuck fixing the same fire twice because nobody ever built the process that prevents it. This role exists to build that process — and to be trusted to own it once it's built.

This is a back-of-house seat with real weight: you're not client-facing, and you don't need to be. What you own is whether the work behind every client interaction is actually done right, every time — the tools, the workflows, the QA — and you report straight to the CEO on how well it's working.

Your Role & Contract

• Contract type: Independent Contractor
• Full-time
• Shift: 11:00 PM – 8:00 AM Philippine Time (Graveyard) — aligns with 8:00 AM – 5:00 PM PST for the client

What you'll own:

• The systems and tools our Client Success team uses every day, including AI tooling — you design them, not just document them
• Quality assurance built into how work gets done, not checked after the fact
• A direct fix already waiting for you: closing the gap where issues bounce up the chain instead of getting solved at the source
• Delivery-side security — agent monitoring, anti-poaching, and turning on a tool we're already paying for and not using
• Building the leadership pipeline this company promotes people through — you design the path, not just fill a seat in it
• A team of bench Operators working under you, which doubles as real training for them and real leverage for you

What we're looking for:

• 3–5 years in operations, process or systems design, quality assurance, or a related field
• Bachelor's degree in Business, Information Systems, Operations Management, or a related field — or equivalent experience if you don't have one
• Genuinely meticulous about defects — you'd rather build it right than explain why it broke
• Comfortable training people and building their capability, not just your own
• Fluent enough with AI tools to actually build with them, not just use them
• You don't need to be a people-facing communicator — this seat is built for someone who'd rather be heads-down building than on client calls

What's in it for you:

• Permanent Work-From-Home setup
• Weekends off — Saturdays and Sundays are yours
• HMO coverage with Maxicare upon regularization, with the option to add dependents
• Wellness checks and support services
• Paid Time Off: 40 hours in year 1, growing to 120 hours with tenure
• Sick Leave: 40 hours (16 available even during probation)
• Mental Health Leave: 8 hours a year
• Special leaves: birthday, bereavement, and paternity leave
• Holiday observance: U.S. holidays plus select Philippine Holy Week dates
• Convert unused PTO to cash
• Company-provided equipment
• Yokly's 13th Month Pay
• A Welcome Kit, plus tokens for birthdays, milestones, and anniversaries