Associate Director of Operations - BGC - Onsite

Company Description

iOPEX Technologies is a new-generation digital service provider that offers optimized digital engineering, operations, and studio services. We focus on creating new products and novel solutions for both traditional and new-age businesses. Boasting a highly skilled team and a robust IT infrastructure, our services meet international quality standards. Our strong customer-centric approach and innovative delivery models attract many Fortune 500 clients. Located in the Philippines, iOPEX is committed to achieving sustainable cost recovery and enhanced customer experience through strategic design, seamless implementation, and operational discipline.

Role Description

This is a full-time on-site role for a CX Associate Director Operations, located in Taguig. The CX Associate Director Operations will oversee daily operations, manage team performance, and ensure exceptional customer service. Responsibilities include strategic planning, budget management, and continuous improvement of service delivery. The role also involves analyzing operational metrics, driving process innovation, and liaising with clients to maintain strong relationships.

Key Responsibilities

Operational Leadership

• Oversee day-to-day CX operations across multiple service lines, ensuring consistent delivery of high-quality customer support and engagement

• Lead and mentor operations managers and team leads, fostering a high-performance culture focused on accountability, collaboration, and service excellence

• Develop and implement operational strategies aligned with business goals, client expectations, and evolving market trends

Strategic Planning & Execution

• Partner with senior leadership to define and execute strategic initiatives that enhance customer experience, operational scalability, and profitability

• Translate business objectives into actionable plans, KPIs, and performance dashboards for CX teams

• Lead quarterly and annual planning cycles for operations, including headcount forecasting, capacity planning, and resource allocation

Client & Stakeholder Engagement

• Serve as a senior point of contact for key clients, ensuring alignment on service delivery, performance metrics, and continuous improvement initiatives

• Collaborate with internal stakeholders (e.g., HR, Finance, IT, Quality) to ensure seamless operational support and governance

• Represent the CX function in executive reviews, client presentations, and strategic planning sessions

Performance & Process Optimization

• Analyze operational metrics, customer feedback, and business intelligence to identify trends, gaps, and opportunities for improvement

• Drive process innovation through automation, lean methodologies, and technology adoption

• Lead root cause analysis and corrective action planning for service delivery issues

Financial & Compliance Oversight

• Manage operational budgets, cost controls, and financial reporting for CX delivery

• Ensure compliance with contractual obligations, regulatory standards, and internal policies

• Support audit readiness and risk mitigation efforts across operational functions

Qualifications & Experience

Required

• Minimum of 10 years of progressive experience in CX operations, BPO, or customer service leadership roles

• Proven track record in managing large-scale teams, delivering complex projects, and exceeding client expectations

• Strong expertise in operational strategy, performance management, and process improvement

• Excellent communication, stakeholder management, and leadership skills

• Proficiency in data analytics tools, CRM platforms, and workforce management systems

Preferred

• Experience working with international clients across diverse industries

• Familiarity with digital transformation initiatives, including AI, automation, and omnichannel CX

• Background in Six Sigma, Lean, or other continuous improvement frameworks

• MBA or equivalent advanced degree in Business, Operations, or related field