Strategic BPO Operations Director: Growth & KPIs

cxperts; Iloilo City; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

cxperts in Iloilo City, Philippines, seeks an Operations Director to oversee end-to-end service delivery across BPO programs. You will lead large teams, drive performance against KPIs, and collaborate with cross-functional teams to optimize processes and support business growth.

The role focuses on client satisfaction, profitability, and compliance, with responsibility for P&L, budgeting, and strategic process enhancements across programs.

Qualifications

• Bachelor’s degree in Business or related field.
• MBA preferred.
• 10–15+ years of BPO experience.

Responsibilities

• Operational Leadership: Lead and manage multiple BPO accounts/programs.
• Client Relationship Management: Act as the senior point of contact for key clients and build relationships.
• Performance & KPI Management: Monitor KPIs and ensure targets are met.
• Financial Management: Manage P&L, budgeting and forecasting.
• Team Leadership & Development: Lead and develop managers and team leaders.
• Process Improvement & Innovation: Identify gaps and implement solutions, drive automation.
• Compliance & Risk Management: Ensure adherence to policies and manage operational risks.

Skills

Leadership

Client management

Analytical thinking

Financial acumen

Communication skills

Education

Bachelor’s degree in Business or related field

MBA

Job description

cxperts in Iloilo City, Philippines, seeks an Operations Director to oversee end-to-end service delivery across BPO programs. You will lead large teams, drive performance against KPIs, and collaborate with cross-functional teams to optimize processes and support business growth.

The role focuses on client satisfaction, profitability, and compliance, with responsibility for P&L, budgeting, and strategic process enhancements across programs.