
Head of Operations
1 week ago
The VP – Voice Operations is responsible for driving operational excellence, profitability, and client satisfaction across large-scale voice programs. You will manage senior leaders, own the P&L, and ensure KPIs are consistently met or exceeded.
About the Role
The VP – Voice Operations is responsible for driving operational excellence, profitability, and client satisfaction across large-scale voice programs. You will manage senior leaders, own the P&L, and ensure KPIs are consistently met or exceeded.
Key Responsibilities
- Lead ~800–2,000 FTEs across multiple customer service, sales, or tech support programs
- Build and mentor a strong leadership pipeline (Directors, Senior Managers, Ops Managers)
- Own P&L accountability: cost control, revenue optimization, and margin delivery
- Partner with clients and internal stakeholders to ensure SLA commitments are met
- Introduce process improvement, automation, and digital adoption initiatives
- Represent operations leadership in client reviews, QBRs, and governance meetings
Must-Have Qualifications
- 15+ years of BPO operations experience
- 5+ years in a senior leadership role managing 1,000+ FTEs
- Proven expertise in voice operations (customer service, sales, or technical support)
- Demonstrated P&L management experience
- Strong client and stakeholder management skills
Good-to-Have
- Multi-site or regional operations leadership experience
- Experience with global clients (US/UK/Australia)
- Exposure to automation and digital transformation initiatives
Why Join Us
- Lead one of the largest operations teams in the industry
- High-impact executive role with significant visibility
- Competitive monthly package of PHP 250K–330K
- Hybrid work arrangement in Metro Manila
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