Director of Service

8 hours ago

Philippines Prometeo Talent Full time ₱60,000 - ₱120,000 per year

At Prometeo Talent, our mission is to connect exceptional talent with innovative industry leaders.

Today, we're partnering with our client — a U.S.-based company in an accelerated growth phase, specialized in Customer Experience and Digital Operations, with a strong collaborative and performance-driven culture.

Our Proposal

Are you an experienced Service or Operations leader passionate about elevating customer experience and driving operational excellence?

We're looking for a Director of Service to lead and scale service delivery operations, enhance process efficiency, and develop high-performing teams in a fast-growing organization.

This role combines strategic leadership, operational execution, and data-driven decision-making, with a focus on building the foundation for the company's global service delivery.

Key Responsibilities

  • Execute the operational strategy and manage performance across all service areas.
  • Lead Client Services, QA, and Billing teams (currently ~50 members, scaling to 100).
  • Design and optimize workflows, processes, and operational playbooks.
  • Ensure service quality and consistency by improving key CX metrics (CSAT / NPS).
  • Coach and mentor supervisors and managers, promoting leadership growth and accountability.
  • Collaborate cross-functionally with Data, Product, and Operations to identify efficiencies and continuous improvement opportunities.

Requirements

  • 10+ years in Service / Operations Management (CX, BPO, or similar industries).
  • Proven experience leading large teams (100+ members) and multiple supervisors.
  • Advanced English for executive communication and cross-functional collaboration.

Nice to Have

  • Experience designing playbooks, mentoring programs, or leadership development initiatives
  • Six Sigma / Lean certifications or equivalent process-improvement background.
  • Exposure to QA and Billing operations.
  • Background in consumer-facing service environments.

About the Position

  • 100% Remote (coverage from 8:00 AM to 6:00 PM CT, U.S.).
  • Full-time contractor position.
  • U.S. holidays off.
  • Reports directly to the Global Operations Director.

What's in it for you

  • A high-impact leadership role in a fast-scaling global project.
  • Collaborative, agile, and people-centered culture.
  • Real opportunities for professional growth and strategic influence.

If you're ready to lead high-performing teams and shape the future of Service Operations in a global company, we'd love to meet you.

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