Director - Operational Site Leader

8x8, Inc. (NASDAQ: EGHT) believes that CX limits were meant to be shattered. We connect people and organizations through seamless communication on the industry's most integrated platform for Customer Experience—combining Contact Center, Unified Communications, and CPaaS APIs. The 8x8 Platform for CX integrates AI at every level to enable personalized customer journeys, drive operational excellence and insights, and facilitate team collaboration.

We help customer experience and IT leaders become the heartbeat of their organizations, empowering them to unlock the potential of every interaction. With one platform, one ecosystem, and one data model, you can turn every team into a customer-facing team and unify your CX to conquer the complexity.

As an organization, we are looking for Team8s who are AI-proficient, open to innovation, and skilled in leveraging AI for efficiency and growth.

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8x8 is seeking an experienced Director, Operational Site Leader to drive operational effectiveness and organizational success across our Manila site within the Global Customer Care (GCC) organization. This role also owns the operational success of the Technical Support team in Bangalore, India, ensuring consistency, scalability, and excellence across both regions.

The Director will provide strong leadership in cross-functional alignment, KPI-driven execution, and workforce optimization, while building a culture of engagement and accountability. This leader will act as a key partner to global stakeholders, ensuring customer satisfaction, operational performance, and employee engagement remain at the highest levels.

Key Responsibilities

• Operational Leadership & Strategy

• Oversee the day-to-day effectiveness of GCC operations in Manila.
  
  Ensure the operational performance of the Bangalore Technical Support team, aligning with global objectives and ensuring service delivery excellence.

• Monitor and execute KPI frameworks that improve CSAT, reduce escalation rates, and optimize employee engagement scores.
• Lead site-level planning for GCC, budget alignment, and resource allocation to ensure sustainable growth and cost optimization.
• Assist in managing and leading relationships with our BPO partners in India and Manila.

• Cross-Functional Alignment & Governance

• Chair monthly cross-functional site leadership meetings to drive alignment across HR, Finance, Facilities, IT, and GCC operations.
  
  Partner with HR to strengthen recruitment, onboarding, training, and retention strategies.

• Collaborate with Fraud & Risk, Payments, and IT counterparts to resolve escalations and enhance first-contact resolution rates.

• Employee Engagement & Culture

• Facilitate all-hands meetings to ensure employee visibility into business priorities, celebrate success, and reinforce alignment with global direction.

• Host and coordinate executive visits to the Manila site, ensuring impactful engagement with local teams.
• Build a culture of accountability, inclusion, and continuous improvement that drives measurable engagement score improvements.

• Stay on top of labor market trends, including compensation benchmarking and evolving salary ranges, to ensure competitive and equitable pay practices, while also promoting internal mobility opportunities such as job transfers and lateral moves to support employee growth and retention.

• Regional Collaboration & Travel

• Travel quarterly to Bangalore, India, to oversee Technical Support operations, conduct site reviews, and ensure consistency in execution.

• Share best practices across Manila and Bangalore, standardizing processes and accelerating time-to-performance for new programs.
• Collaborate with the GCC leadership teams to support and deliver on the goals, objectives, and initiatives they are driving within the region

Key Performance Indicators (KPIs)

Success in this role will be measured by:

• Customer Satisfaction (CSAT): Delivering sustained improvements across Manila and Bangalore operations.
• Escalation Rates: Reducing escalations through proactive service recovery and KPI-driven management.
• Employee Engagement: Achieving measurable gains in engagement scores through leadership visibility, development programs, and cultural alignment.
• Gross Recurring Revenue: Accountable for achieving targeted Gross Revenue Retention (GRR) results for the SB Services team
• Employee Attrition: Maintain healthy local attrition levels to ensure optimal staffing and strong talent retention.

Qualifications

• At least 15+ years of progressive leadership in operations, site management, or customer service within BPO, technology, or global service delivery.
• Proven ability to lead large-scale, multilingual operations (200+ staff) and deliver measurable KPI improvements.
• Demonstrated success in launching and stabilizing new sites or programs across global regions.
• Strong experience in stakeholder and client management, with the ability to build trust and influence at executive levels.
• Expertise in workforce planning, training, and performance optimization.
• Strong financial acumen in budget control and cost optimization.
• Multilingual communication skills and cross-cultural leadership experience strongly preferred.
• Ability and willingness to travel internationally on a quarterly basis.

Work Schedule :

• This role is based in Manila
• Working hours : standard United States business hours (typically 8:00 AM – 5:00 PM US time)
• Must be able to work overnight office hours local time in the Philippines to ensure full overlap and collaboration with US teams and customers.

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