Head of Operations

A fast-growing global technology organization is seeking an experienced Head of Operations to lead and scale its Philippine operations team. This role oversees a 100+ person organization across multiple shifts and functions, driving excellence in customer experience, service delivery, and operational performance.

Full‑time | Leadership | On‑site

What You’ll Do

• Lead, manage, and grow a multi‑shift operations team of 100+ employees based in the Philippines.
• Ensure top‑tier customer service performance across key metrics (CSAT, NPS, AHT, FCR).
• Develop and implement operational frameworks, KPIs, and reporting systems to improve efficiency, quality, and workforce planning.
• Partner with global teams—Product, Engineering, Sales, and People—to maintain alignment and close customer feedback loops.
• Identify training needs, performance gaps, and career development opportunities for managers and team members.
• Oversee workforce management, scheduling, and staffing to maintain 24 / 7 operational coverage.
• Foster a strong culture of accountability, collaboration, and operational excellence.
• Act as the senior escalation point for critical operational or customer‑impacting issues.
• Represent the organization’s values and operational vision to internal and external stakeholders.

What You’ll Bring

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