Position Purpose:

The Senior Director - Operations is responsible for providing strategic and operational leadership across customer experience and BPO operations, ensuring the successful delivery of client, employee, and business objectives through high-performing teams.

This role oversees Operations Managers and Senior Managers, driving operational excellence, accountability, employee engagement, and client satisfaction. The Vice President serves as a key client-facing leader and collaborates cross-functionally to support operational scalability, continuous improvement, and business growth.

Principal Accountabilities (Key Result Areas)

• Lead and oversee Operations Managers and Senior Managers to ensure achievement of client KPIs, operational targets, and Everise standards
• Monitor operational performance through established metrics and provide ongoing coaching, guidance, and performance management support
• Maintai...