Strategic CX Operations Leader

iOPEX Technologies Philippines Inc.; Taguig; On-site; PHP 2,500,000 - 4,500,000; Full time

Job summary

iOPEX Technologies Philippines Inc. in Taguig is seeking a CX Associate Director Operations to oversee daily CX operations, drive performance, and deliver exceptional service.

You will lead managers and teams, shape strategic initiatives, and partner with clients to ensure superior delivery and outcomes. The role requires deep experience in CX operations, budgeting, and process improvement, with strong stakeholder management and analytics skills.

Qualifications

• Minimum of 10 years of progressive CX operations or leadership experience.
• Proven track record in managing large teams and complex projects.
• Strong expertise in operational strategy and performance management.
• Excellent communication and stakeholder management skills.
• Proficiency in data analytics tools, CRM platforms, and workforce management systems.
• Experience with international clients and digital transformation is a plus.

Responsibilities

• Oversee day-to-day CX operations across service lines and ensure high-quality delivery.
• Lead and mentor operations managers and team leads, fostering high performance.
• Define and execute strategic initiatives to improve CX, scalability, and profitability.
• Translate objectives into KPIs and dashboards for CX teams.
• Lead quarterly and annual planning cycles including headcount forecasting and capacity planning.
• Serve as senior contact for key clients and align on performance metrics.
• Collaborate with HR, Finance, IT, and Quality to ensure governance.
• Drive process improvements using automation and lean methods.
• Manage budgets, cost controls, and financial reporting for CX delivery.
• Ensure contract compliance, regulatory standards, and internal policies.

Skills

CX operations leadership

Strategic planning

Performance management

Process improvement

Stakeholder management

Data analytics

Team leadership

Education

MBA or equivalent advanced degree

Tools

CRM platforms

Workforce management systems

Data analytics tools

Job description

iOPEX Technologies Philippines Inc. in Taguig is seeking a CX Associate Director Operations to oversee daily CX operations, drive performance, and deliver exceptional service.

You will lead managers and teams, shape strategic initiatives, and partner with clients to ensure superior delivery and outcomes. The role requires deep experience in CX operations, budgeting, and process improvement, with strong stakeholder management and analytics skills.