Vice President, Operations

pinnacle intelligence ltd; Muntinlupa; On-site; PHP 2,000,000 - 2,800,000; Full time

Job summary

Pinnacle Intelligence is seeking a Vice President of Operations to lead and scale large, multi-account BPO operations with 1,000+ FTEs in the Philippines. This role focuses on automotive retail processes, client partnerships, and strategic P&L stewardship.

You will drive technology-enabled transformation, automate processes, and align delivery with executive client objectives, ensuring sustainable growth and service excellence across accounts.

Qualifications

• Extensive executive leadership experience in large-scale BPO with 1,000+ FTEs.
• Automotive retail and dealership operations expertise.
• Proven P&L ownership and budget governance.
• Strong client relationship management including QBRs.

Responsibilities

• Lead and scale large, multi-account BPO operations across 1,000+ FTEs.
• Apply automotive retail expertise to improve dealership workflows and customer lifecycle.
• Own revenue delivery, budgets, costs, and profitability.
• Build executive client relationships and lead QBRs.
• Drive automation and AI-tools adoption to improve delivery and scalability.
• Establish governance, risk management, and quality controls.

Skills

Executive leadership

BPO operations

Automotive retail

P&L ownership

QBR & client management

AI transformation

Education

Bachelor's in Business Administration or related

Tools

BI dashboards

ERP systems

Job description

Department: Operations

Reports To: SVP Operations, Country Lead - Philippines

Location: Alabang (On-site), Muntinlupa City, Metro Manila, Philippines

About Pinnacle Intelligence:

Pinnacle Intelligence is at the forefront of transforming the automotive retail industry. We provide AI-powered, sustainable, and scalable digital solutions designed to engage customers, accelerate sales growth, and elevate the entire auto retail value chain. Our mission is to revolutionize the automotive retail industry through intelligent technology, unlocking dealerships' full potential and setting new standards of efficiency, profitability, and market leadership. We are dedicated to powering the future of auto retail with AI, Data, and Automation, driven by intelligence at every turn.

Position Summary:

The Vice President, Operations provides executive leadership and strategic direction for large-scale BPO and outsourced operations, driving operational excellence, client satisfaction, commercial performance, and sustainable business growth. This role requires a proven track record of managing 1,000+ FTEs and extensive experience in Automotive Retail and Dealership Operations. The ideal candidate combines strategic leadership, operational P&L ownership, and deep industry expertise to scale complex operations, strengthen executive client partnerships, and deliver measurable business results.

As a key leader within Pinnacle Intelligence, the Vice President, Operations will advance our position as an AI-powered automotive intelligence partner, leveraging technology, automation, and AI-enabled solutions to optimize delivery, improve operational performance, and create greater value for automotive retail clients.

Key Responsibilities:

• Strategic Operations Leadership: Lead and scale large, complex, multi-account BPO and outsourced operations, ensuring operational efficiency, service delivery excellence, workforce productivity, and achievement of strategic business objectives across 1,000+ FTEs.
• Automotive Retail & Dealership Operations: Apply deep expertise in automotive retail and dealership operations, including sales and service support, customer engagement, lead management, appointment setting, customer retention, and Business Development Center (BDC) operations. Drive solutions aligned with dealership performance and customer lifecycle objectives.
• Commercial Performance & P&L Ownership: Own operational P&L performance, including revenue delivery, budget governance, cost management, margin optimization, and profitability. Develop and execute strategies that balance service quality, workforce productivity, and financial performance while supporting sustainable business growth.
• Executive Client Partnerships: Build and maintain strategic, executive-level client relationships, serving as a trusted partner to automotive retail clients. Lead Quarterly Business Reviews (QBRs), align operational priorities with client business objectives, present performance insights, and identify opportunities for account expansion and long-term value creation.
• Technology, Automation & AI Transformation: Champion technology-enabled operational transformation across delivery teams and operational pods. Drive the adoption of automation, AI-powered tools, analytics, and digital solutions to improve productivity, service quality, decision-making, and scalability, positioning Pinnacle as an innovative automotive intelligence partner rather than a traditional BPO provider.
• Operational Excellence & Business Growth: Establish performance management frameworks and continuous improvement initiatives that strengthen service delivery, optimize processes, improve customer outcomes, and support scalable growth across accounts and business units.
• Leadership & Talent Development: Lead, mentor, and develop senior operations leaders, building a high-performance leadership team with strong commercial accountability, operational discipline, succession readiness, and a culture of continuous improvement and innovation.
• Governance & Risk Management: Establish and maintain effective operational controls, governance frameworks, and risk mitigation strategies to ensure service reliability, financial accountability, regulatory compliance, and consistent delivery across client engagements.

Skills & Qualifications:

Required:

• Extensive executive-level leadership experience in BPO or outsourced operations, with a proven track record of managing and scaling operations of 1,000+ FTEs.
• Extensive experience in Automotive Retail and Dealership Operations, with a strong understanding of dealership workflows, customer lifecycle management, and sales and service support models.
• Proven track record of managing complex, multi-account operations and delivering measurable operational, financial, and client performance results at scale.
• Demonstrated ownership of operational P&L, budget governance, cost control, margin optimization, and profitability improvement.
• Strong executive client management capabilities, including strategic business reviews, QBR leadership, stakeholder alignment, and partnership development.
• Experience leading operational transformation initiatives involving technology adoption, automation, analytics, or AI-enabled solutions.
• Exceptional strategic planning, commercial judgment, executive communication, and senior leadership capabilities.

Preferred:

• Leadership experience in Australian-market BPO or outsourced operations, with a strong understanding of local client expectations, service delivery models, and market requirements. This is a high-priority preferred qualification.
• Experience managing automotive BPO accounts supporting dealerships, particularly Sales BDC, Service BDC, appointment setting, lead management, customer retention, and related dealership support functions.
• Experience overseeing multiple accounts, business units, or geographically distributed operational delivery teams.
• Demonstrated success implementing AI adoption, intelligent automation, digital transformation, and technology-enabled performance improvement across operational delivery teams.
• Exposure to Lean Six Sigma, continuous improvement methodologies, and data-driven operational management.
• Bachelor's degree in Business Administration, Operations Management, or a related field; postgraduate business education is an advantage.

Why Join Pinnacle Intelligence?

Pinnacle Intelligence offers a unique opportunity to be part of a growing and innovative company that is redefining intelligent business solutions for the automotive retail industry. We provide a collaborative work environment, opportunities for professional growth, and the chance to make a significant impact on our clients' success. If you are a skilled and passionate individual eager to contribute to a dynamic team,