Position Summary
The Director, Account Operations plans, coordinates, directs, and supervises all aspects of support service delivery for a specific client account.
Because our accounts can span multiple centers across different cities, this position is critical in driving client interaction, strategic planning, client satisfaction, and financial performance (Gross Profit and/or Manager’s Operating Income).
The Director provides overarching account direction and works closely with Business Unit Owners to ensure flawless execution.
Key Responsibilities
Operational Leadership: Manage all aspects of client operations, including the planning, development, implementation, and maintenance of the account.
Team Management & Coaching: Direct day-to-day service delivery through Senior Managers and Operations Managers, providing effective, timely coaching and mentorship.
Financial & Performance Ownership: Meet or exceed account objectives for revenue, gross profit, quality, and customer satisfaction; manage performance strictly against profitability targets and contract metrics.
Client Relationship Management: Develop and maintain strong client rapport, ensuring complete satisfaction with contract deliverables and customer service.
Employee Experience: Foster, grow, and maintain a positive employee experience, focusing on capability development, morale, and overall job satisfaction.
Metrics & Reporting: Monitor and report performance metrics and client satisfaction data to the client, executive leadership, and internal teams.
Qualifications
Experience: At least 2 years of in-role experience as a Director of Operations (preferably within the BPO/Customer Experience industry).
Project Management: Proven ability to successfully manage multiple complex projects simultaneously.
Communication Skills: Strong, effective verbal and written communication skills with the ability to interact comfortably with executive stakeholders.
Discretion: Exceptional judgment with the ability to handle confidential and sensitive topics appropriately.
Location & Mobility: Willing to work in Baguio City (Open to relocators; a relocation allowance will be provided).
About Foundever™ Foundever is an equal opportunity employer that values diversity and inclusion.
We do not discriminate on the basis of race/origin, religion, color, gender, sexual orientation, marital status, veteran status, or disability status.

Company in the Philippines.