ABOUT THE ROLE
The Head of Operations owns the end-to-end governance, performance and growth of Innodata's AI and Large Language Model data operations in the Philippines. The role carries full accountability for service-level attainment, client delivery and the operating discipline of a multi-site organization.
This is a high-visibility mandate in the fastest-growing part of the business. The AI/LLM space rewards speed, standardization and an AI-native operating mindset. The successful candidate will bring an operator's precision, a strategist's foresight and a people leader's empathy, and will be judged on delivery outcomes, workforce health and the pace of operational improvement.
KEY RESPONSIBILITIES
Operations Governance and Delivery
- Own end-to-end accountability for Statement of Work compliance, service-level attainment and KPI performance across a multi-site operation
- Translate client business requirements and contractual obligations into executable operations plans, monitoring frameworks and performance reporting mechanisms
- Design and implement tracking, monitoring and reporting methodologies for all service levels required per engagement
- Proactively identify, flag and resolve service delivery risks; implement preventive controls and root cause analysis protocols to drive continuous improvement
- Direct root cause analysis documentation across teams and define resolution and operations strategies to achieve all service-level commitments
- Assess and prioritize the operational issues affecting productivity, capacity, delivery, quality and training, and implement mitigation with fellow operations leaders
- Manage transition and expansion phases, from setup through steady state, ensuring seamless deployment of infrastructure, technology, security and facilities resources
- Lead project kick-offs, monitor delivery milestones and drive cross-functional resolution of operational challenges with Quality Assurance teams
- Establish standardization and efficiency as the core operating discipline across all processes and sites
People Leadership and Organizational Development
- Provide direct leadership and mentorship to approximately people leaders, including team leads, managers and senior managers
- Cascade consistent people management practices down to frontline analysts and raters
- Achieve and sustain low attrition, high employee engagement and a strong internal promotion pipeline
- Coach leaders in performance management, development planning and agent-level people strategies; drive accountability at every layer of the organization
- Steward the internal career path for the AI/LLM workforce, ensuring frontline analysts see a credible growth track and mid-level leaders are developed for higher scope
- Champion learning and development, including the planning, design, delivery and performance evaluation of training programs aligned to operational excellence standards
- Manage the full employee lifecycle of new hires, from deployment through client platform onboarding and service-level certification, in coordination with Quality and enablement teams
Stakeholder Management and Client Partnership
- Serve as the primary operational interface for internal and external stakeholders; communicate risks, escalations and delivery status with clarity and urgency
- Support total client satisfaction by driving alignment between Operations and Quality Assurance on quality standards, productivity benchmarks and improvement initiatives
- Provide actionable feedback from operations teams to improve client policies, products, processes and support systems
- Manage, monitor and communicate change delivery items; partner with client change management teams on change orders and change requests
- Maintain transparency with stakeholders through structured, disciplined status reporting
Strategic and Financial Stewardship
- Support country leadership on business expansion strategies, revenue and profitability goals, and financial improvement plans for the AI/LLM service line
- Drive productivity gains, process improvement initiatives, and security and facilities upgrades in partnership with support functions
- Initiate and lead site-level and program-level improvement plans that contribute to Innodata's overall delivery goals and objectives
CANDIDATE PROFILE
Education
- Bachelor's degree required in Information Technology, Computer Science, Computer Engineering or a closely related computing discipline. This is the top consideration for the role.
- Other engineering disciplines considered where the candidate demonstrates substantive AI, data or technology operations experience. Engineers across fields have consistently shown rapid adaptation to the AI/LLM environment
- Postgraduate degree preferred. A master's in a technical, engineering, data or operations discipline is an advantage but not required.
- AI and data credentials. Formal coursework or certification in artificial intelligence, machine learning, data science or data engineering is a distinct advantage.
Experience
- 8 to 12 years of progressive operations experience in a data-intensive, technology-driven or managed services environment
- 5+ years leading other leaders in multi-site, high-volume operations, with accountability for the performance of managers and team leads
- Scale of 1,000+ FTEs. Proven track record managing teams of at least 1,000; experience scaling toward 1,500 to 2,000 is strongly preferred
- Direct AI or LLM operations experience. Hands-on accountability in one or more of data annotation and labeling, prompt evaluation, model output quality review, content moderation, trust and safety, search relevance rating, or comparable AI training and evaluation work
- AI-native operating mindset. Able to speak concretely about how AI and automation tools are applied to run, monitor and improve an operation, not merely as a subject the candidate has read about
- SLA and KPI governance. Strong command of service-level frameworks, Statement of Work management and operational performance reporting
- Workforce ramp and deployment. Experience managing new hire onboarding, workforce ramp and client platform deployment alongside Quality and Training functions
- Global client exposure preferred. Experience supporting US or EMEA-based technology clients, and leading organizational transformation during expansion or hyper-growth
Certifications
- Required, at least one of the following: PMP; Lean Six Sigma Green Belt or higher
- Advantage: Lean Six Sigma Black Belt, or a combination of project management and process improvement certification
Language and Communication
- English at C1 (CEFR) or above, written and spoken. Native proficiency in another language is considered only where operationally required
- Executive communication. Able to engage credibly with executive stakeholders, global clients and frontline teams, and to communicate risk and escalation with clarity and urgency
COMPETENCIES AND WORKING STYLE
- Strategic thinking. Connects day-to-day operational decisions to longer-term business and client outcomes
- People development. Grows leaders at every level; builds high-performing, engaged teams and a credible internal promotion pipeline
- Execution discipline. Results-oriented operator who drives delivery with urgency, accountability and data
- Stakeholder influence. Builds credibility and alignment with clients, peers and senior leadership through clear communication and follow-through
- Change agility. Thrives in fast-moving, ambiguous and rapidly scaling environments; energized by complexity rather than destabilized by it
- Availability and responsiveness. Accepts the flexibility expectations of a senior operating role, including support for urgent business and client needs outside standard hours
DIVERSITY, EQUITY, INCLUSION AND BELONGING
At Innodata, Diversity, Equity, Inclusion and Belonging (DEIB) are at the heart of who we are. With over 35 years of expertise, Innodata fosters an inclusive workplace that celebrates the rich diversity of backgrounds, experiences and perspectives our employees bring. This diversity fuels our innovation in AI and data engineering, supporting our mission as a global leader in the industry.
We encourage individuals from all walks of life to apply, particularly those who may feel they do not meet every qualification or who hesitate due to their identity. Our inclusive programs, such as comprehensive learning initiatives, Employee Resource Groups (ERGs) and flexible work arrangements, create a sense of belonging for every team member, whether they work remotely or on-site.
By embedding these values in everything we do, Innodata is committed to delivering innovation while building a workplace where everyone feels empowered to succeed and valued.
Innodata is an equal opportunity employer. Qualified applicants are considered without regard to race, color, religion, sex, national origin, age, disability or any other characteristic protected by law.
