About the Role
You'll be accountable for end-to-end service delivery of major telco programs, with full ownership of P&L, KPIs, leadership capability, and transformation initiatives.
This is a hands-on director roleyou set direction, drive results, and lead change.
Key Responsibilities
- Own overall service delivery for large telco BPO programs (voice and/or omni-channel)
- Manage P&L, budgets, cost controls, and profitability
- Drive operational KPIs: CSAT, quality, productivity, attrition, SLA
- Lead large, multi-layer leadership teams and senior managers
- Deliver operational turnarounds, scaling, and continuous improvement
- Sponsor and support AI, automation, and innovation initiatives
- Partner with senior clients and internal executives on performance and growth
Must-Have Qualifications (Non-Negotiable)
- Minimum 5 years as an Operations Director (or equivalent senior ops role)
- Direct T-Mobile program experience (required)
- Strong telco BPO leadership background in a senior/managerial capacity
- Proven P&L and budget ownership for large programs
- Demonstrated success driving operational excellence and KPI performance
- Experience leading transformation, change, or turnaround initiatives
- Willing to work onsite in Pampanga on US shift
Good-to-Have
- Exposure to AI, automation, analytics, or digital initiatives
- Post-graduate coursework or advanced leadership training
- Experience working with complex, multi-site operations
