Vice President Operations

3 weeks ago

Cebu City, Central Visayas, Philippines Nezda Global Full time

About the Role

We're hiring a Director of Operations to lead our airline BPO portfolio — from frontline customer service to back-office ticketing and loyalty programs. This is a high-visibility role with full ownership of delivery, team performance, and client satisfaction.

Key Responsibilities

  • Lead operations across reservations, ticketing, refunds, loyalty, and flight support functions
  • Manage and grow large teams (500+ FTEs) across sites or geographies
  • Oversee service delivery across voice, chat, and non-voice channels
  • Own SLAs, KPIs, quality, and compliance metrics
  • Handle client governance: QBRs, escalations, improvement plans
  • Collaborate with WFM, QA, and Training to enable performance
  • Drive cost efficiency, automation, and process transformation
  • Identify growth opportunities within existing accounts

Must-Have Qualifications

  • 12–20+ years in BPO operations, with at least 5 years in airline or travel BPO
  • Hands-on leadership of large teams (500+ FTEs)
  • Proven experience managing P&L and operational budgets
  • Strong exposure to airline processes: reservations, ticketing, flight ops, loyalty, etc.
  • Familiarity with SLAs, WFM, QA frameworks, client reporting
  • Experience in client-facing roles (governance, QBRs, account health)

Good-to-Have

  • Familiarity with Sabre, Amadeus, or other GDS tools
  • Six Sigma / Lean / Process Improvement certifications
  • Experience with multi-site or global delivery models

Why Join Us

  • Be the face of our flagship airline account
  • Get full ownership — no red tape, just real leadership
  • Work with global clients and high-growth portfolios
  • Competitive pay, performance bonuses, and executive exposure
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