Operations Director

2 weeks ago

Cavite City, Philippines Athena Full time

Overview

Role: Operations Director at Athena. The Director, Operations is a key leadership role overseeing the Client Partnership Managers (CPMs) and ensuring delivery of high-quality service across all client interactions. Lead strategic initiatives within the operations department, focusing on enhancing service delivery, optimizing operational efficiency, and maintaining compliance with quality standards. Play a crucial role in strategic decision-making with insights and analysis driving business improvements.

Duties & Responsibilities
  • Leadership and Oversight: Provide leadership and direction to the Client Partnership Managers, aligning with Athena's strategic objectives and service standards.
  • Quality Assurance and Compliance: Oversee quality and compliance within the operations department, ensuring client interactions meet high standards.
  • Strategic Planning and Execution: Develop and implement strategic plans to enhance operational efficiency and service delivery; monitor effectiveness and adjust as necessary.
  • Client Relationship Management: Oversee client relationships, ensure high satisfaction and retention; act as senior escalation point for complex issues; assess partnership health and address issues proactively.
  • Performance Management: Monitor and drive performance metrics for the operations department; provide guidance to ensure team members meet or exceed expectations.
Key Stakeholders
  • Chief Operating Officer
  • VP, Operations
  • Director, Partnership Quality
  • Client Partnership Managers
  • Operations and Support Departments
Skills and Competencies
  • Strategic Leadership: Leading operations with a focus on quality and client satisfaction.
  • Senior-Level Communication and Coaching: Mentoring senior staff and fostering a high-performance team.
  • Expertise in Client Relationship and Escalation Management: Nurture client relationships, drive collaboration and accountability; manage and resolve complex client issues, ensuring retention and satisfaction.
  • Analytical and Decision-Making Skills: Use data and metrics to drive informed strategic decisions.
  • Intentional Leadership: Develop and support team members and hold them accountable.
Relevant Experience Required
  • Minimum of 7-10 years in a senior management role within a service-oriented industry, with experience in managing teams, quality assurance, and client relations.
  • Proven track record in strategic planning, team leadership, and performance management.
  • Extensive experience in process optimization and implementing operational improvements.
Educational and Certification Requirements

Bachelor’s degree in Business Administration or a related field; Master’s degree or MBA highly preferred.

Direct Reports and Span of Control

This role will be responsible for about 10 Client Partnership Managers (CPMs).

Equal Opportunity Employer

At Athena, we are deeply committed to fostering an inclusive and diverse workplace environment. We are dedicated to providing equal employment opportunities regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other characteristic protected by applicable laws. We strive to create an environment where everyone feels valued, respected, and empowered to contribute their unique perspectives and talents. We actively promote diversity and inclusion through hiring practices, employee development initiatives, and company culture.

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