VP of Operations

1 day ago

Manila, National Capital Region, Philippines Support Services Group Full time
About the Position

We are looking for a VP of Operations who will help us with organization of our daily operations, in order to safeguard and augment the efficiency of the company's operations to facilitate accelerating development and long-term success. Your duties will include ensuring that our business is well-coordinated and productive by managing its procedures and coaching its people.

You should possess thorough knowledge of various company processes, be competent and able to plan many different kinds of operational activities. We also expect you to be an excellent leader who can discover the most efficient ways to run the business.

VP of Operations responsibilities are:

  • Lead the operational delivery for Local/Domestic (PH) clients, ensuring consistent achievement of all contractual KPIs (e.g. CSAT, AHT, FCR, QA scores, service levels).

  • Own the financial performance of the assigned portfolio, including gross margin, revenue growth, and cost optimization.

  • Act as the executive point of contact for Local/Domestic (PH) clients, driving strong partnership, trust and strategic alignment.

  • Lead performance deep dives, quarterly business reviews, and action planning with both internal stakeholders and clients.

  • Collaborate with workforce, quality, training, and support teams to execute recovery plans and continuous improvement initiatives.

  • Forecast headcount, revenue, and profitability across assigned programs, ensuring proactive financial management.

  • Identify opportunities for client expansion, efficiency gains, and risk mitigation.

  • Develop and mentor site and program leaders to create a high-performance culture aligned to client outcomes.

VP of Operations requirements are:

  • 10+ years in BPO operations, with 5+ years in a senior leadership role managing Domestic/Local (PH) clients.

  • Strong understanding of KPI management, client engagement, and financial levers (e.g. gross margin, bill-to-pay ratio).

  • Executive-level communication skills and experience leading QBRs and escalations.

  • Financial acumen in budgeting, forecasting, and P&L ownership.

  • Predominantly on a dayshift schedule but must be willingness to work on flexible hours to align with North American time zones.

  • Work from one of our offices in Manila with the ability to travel to Cebu as needed.


Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.

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