Service Delivery Systems Lead
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We know the best systems people get stuck fixing the same fire twice because nobody ever built the process that prevents it. This role exists to build that process — and to be trusted to own it once it's built.
This is a back-of-house seat with real weight: you're not client-facing, and you don't need to be. What you own is whether the work behind every client interaction is actually done right, every time — the tools, the workflows, the QA — and you report straight to the CEO on how well it's working.
Your Role & Contract
- Contract type: Independent Contractor
- Full-time
- Shift: 11:00 PM – 8:00 AM Philippine Time (Graveyard) — aligns with 8:00 AM – 5:00 PM PST for the client
What you'll own:
- The systems and tools our Client Success team uses every day, including AI tooling — you design them, not just document them
- Quality assurance built into how work gets done, not checked after the fact
- A direct fix already waiting for you: closing the gap where issues bounce up the chain instead of getting solved at the source
- Delivery-side security — agent monitoring, anti-poaching, and turning on a tool we're already paying for and not using
- Building the leadership pipeline this company promotes people through — you design the path, not just fill a seat in it
- A team of bench Operators working under you, which doubles as real training for them and real leverage for you
What we're looking for:
- 3–5 years in operations, process or systems design, quality assurance, or a related field
- Bachelor's degree in Business, Information Systems, Operations Management, or a related field — or equivalent experience if you don't have one
- Genuinely meticulous about defects — you'd rather build it right than explain why it broke
- Comfortable training people and building their capability, not just your own
- Fluent enough with AI tools to actually build with them, not just use them
- You don't need to be a people-facing communicator — this seat is built for someone who'd rather be heads-down building than on client calls
What's in it for you:
- Permanent Work-From-Home setup
- Weekends off — Saturdays and Sundays are yours
- HMO coverage with Maxicare upon regularization, with the option to add dependents
- Wellness checks and support services
- Paid Time Off: 40 hours in year 1, growing to 120 hours with tenure
- Sick Leave: 40 hours (16 available even during probation)
- Mental Health Leave: 8 hours a year
- Special leaves: birthday, bereavement, and paternity leave
- Holiday observance: U.S. holidays plus select Philippine Holy Week dates
- Convert unused PTO to cash
- Company-provided equipment
- Yokly's 13th Month Pay
- A Welcome Kit, plus tokens for birthdays, milestones, and anniversaries
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