CX Associate Director Operations - BGC

iOPEX Technologies is a new-generation digital service provider that offers optimized digital engineering, operations, and studio services. We focus on creating new products and novel solutions for both traditional and new-age businesses. Boasting a highly skilled team and a robust IT infrastructure, our services meet international quality standards. Our strong customer-centric approach and innovative delivery models attract many Fortune 500 clients. Located in the Philippines, iOPEX is committed to achieving sustainable cost recovery and enhanced customer experience through strategic design, seamless implementation, and operational discipline.

Role Description

This is a full-time on-site role for a CX Associate Director Operations, located in Taguig. The CX Associate Director Operations will oversee daily operations, manage team performance, and ensure exceptional customer service. Responsibilities include strategic planning, budget management, and continuous improvement of service delivery. The role also involves analyzing operational metrics, driving process innovation, and liaising with clients to maintain strong relationships.

Responsibilities

• Operational Leadership — Oversee day-to-day CX operations across multiple service lines, ensuring consistent delivery of high-quality customer support and engagement
• Operational Leadership — Lead and mentor operations managers and team leads, fostering a high-performance culture focused on accountability, collaboration, and service excellence
• Operational Leadership — Develop and implement operational strategies aligned with business goals, client expectations, and evolving market trends
• Strategic Planning & Execution — Partner with senior leadership to define and execute strategic initiatives that enhance customer experience, operational scalability, and profitability
• Strategic Planning & Execution — Translate business objectives into actionable plans, KPIs, and performance dashboards for CX teams
• Strategic Planning & Execution — Lead quarterly and annual planning cycles for operations, including headcount forecasting, capacity planning, and resource allocation
• Client & Stakeholder Engagement — Serve as a senior point of contact for key clients, ensuring alignment on service delivery, performance metrics, and continuous improvement initiatives
• Client & Stakeholder Engagement — Collaborate with internal stakeholders (e.g., HR, Finance, IT, Quality) to ensure seamless operational support and governance
• Client & Stakeholder Engagement — Represent the CX function in executive reviews, client presentations, and strategic planning sessions
• Performance & Process Optimization — Analyze operational metrics, customer feedback, and business intelligence to identify trends, gaps, and opportunities for improvement
• Performance & Process Optimization — Drive process innovation through automation, lean methodologies, and technology adoption
• Performance & Process Optimization — Lead root cause analysis and corrective action planning for service delivery issues
• Financial & Compliance Oversight — Manage operational budgets, cost controls, and financial reporting for CX delivery
• Financial & Compliance Oversight — Ensure compliance with contractual obligations, regulatory standards, and internal policies
• Financial & Compliance Oversight — Support audit readiness and risk mitigation efforts across operational functions

Qualifications

Seniority level

Employment type

Job function

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