About the VP of Operations 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 North American 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 North American 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 U.S./Canada-based clients.
Proven track record of managing large-scale programs from the Philippines delivering to North America.
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.
Willingness to work 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.