Director of Operations
Company:NorthOak
Location:Philippines, EST
Languages:English
Seniority level:Director, 7–10 years
Experience:7–10 years
Skills:
LeadershipProject ManagementData AnalysisPeople ManagementGoogle AnalyticsJiraProduct OperationsCross-functional Team LeadershipOperations ManagementStrategyBusiness OperationsMicrosoft ExcelAgile methodologiesCommunication SkillsAnalytical SkillsProblem SolvingCustomer serviceMentoringWritten communicationTeam managementStakeholder managementCoachingExcellent communication skillsRelationship buildingAccount ManagementVerbal communicationRecruitmentRelationship managementProcess improvement
Requirements:
7–10 years of progressive experience in operations management, preferably within shared services or BPO environments 3+ years of experience managing and developing other managers/team leads Bachelor’s degree in Business, Management, or a related field Must own a computer and have strong proficiency with technology Highly proficient in tools such as Google Workspace, Excel/Sheets, ClickUp, Slack, Zapier/Make, and Zendesk Proven success leading large, multi-functional teams and managing client-facing operations Exceptional communication and leadership skills Fluent in written and spoken English Strong analytical and problem-solving skills Comfortable working in an environment with evolving structures, priorities, and client demands Demonstrated ability to implement and monitor performance metrics, SOPs, and continuous improvement initiatives Able to travel several times per year across the Philippines
Responsibilities:
Oversee daily operations across multiple client teams Lead, coach, and mentor managers and supervisors Serve as the primary escalation point for complex client or operational issues Collaborate with the NorthOak Leadership team to design and implement scalable systems, performance metrics, and process improvements Maintain strong client satisfaction Monitor and analyze KPIs Identify opportunities to streamline workflows, optimize staffing, and improve overall operational performance Drive strategic planning and operational growth initiatives Lead recruitment and hiring efforts
