Site Leader

3 weeks ago

Baguio City, Cordillera, Philippines THOUGHTFOCUS Inc.,PH Full time

Key Responsibilities:

Executive Leadership & Stakeholder Management

  • Serve as the executive leader and face of the site, aligning local execution with global strategy.

  • Build trusted relationships with global business and technology leaders, effectively communicating performance, risks, and opportunities.

  • Drive a culture of accountability, transparency, and collaboration.

Technology Expertise(Mandate)

  • Leverage strong understanding of technology trends and domain knowledge to guide teams and improve technical delivery.

  • Engage in technology-driven decision-making and support innovation initiatives at the site.

Operational Excellence & Delivery Management

  • Oversee day-to-day operations, ensuring service excellence, process efficiency, and SLA adherence across support and operations teams.

  • Define and drive key performance metrics, continuous improvement initiatives, and customer satisfaction goals.

  • Manage cost, quality, and delivery in alignment with strategic business objectives.

Talent Development & Organizational Culture

  • Attract, develop, and retain top talent while fostering a culture of performance, innovation, and inclusivity.

  • Coach and mentor mid-level and senior managers to ensure leadership pipeline readiness.

  • Drive employee engagement, career development programs, and organizational health metrics.

Global Collaboration & Cross-Cultural Management

  • Collaborate with global teams across NA, EMEA, and APAC, navigating time zones and cultural nuances effectively.

  • Foster a unified, borderless team environment with shared values and aligned goals.

  • Contribute to global initiatives and ensure local alignment with enterprise-wide priorities.

Qualifications:

  • 20+ years of experience in Technology, Operations, or Delivery Management, with at least 5 years in a senior leadership or site head role.

  • Managed US customers as part of GCC

  • Strong background in managing large-scale operations (300+ headcount) in a global or regional support center.

  • Exceptional leadership, communication, and stakeholder management skills.

  • Strong understanding of operational metrics, SLA governance, and quality frameworks.

  • Demonstrated success in leading diverse teams and building a high-performance culture.

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