Director of Operations, Philippines

Key Responsibilities

Achieve operational excellence

• Relentless drive towards continuous improvement and effective resource management for operational excellence
• Successfully develop and deliver against Operations Team OKRs, KPIs and SLAs
• Own quarterly business objectives, establishing execution plans, allocating resources, and defining associated metrics in measuring success
• Manage progress and continuously report out on results to cross functional leaders, partners, and the local team
• Evaluate performance data to identify trends and drive improvements in organizational performance, including: customer satisfaction, speed and efficiency, and quality
• Work cross-functionally and collaboratively on process improvements, managing critical issue communications, and delivering on business objectives
• Drive tight feedback loops across product, marketing, sales, engineering, and attorney partners to better support our customers
• Oversee the Financial Operations activity of our Payment Solutions Team

Build and Lead a Customer-Centric Team

• Provide strong leadership to mentor, develop, and empower team leads and their members to deliver timely and accurate data review, assembly, and production work that drive outstanding customer outcomes.
• Create an engaging and inspiring work environment for team members
• Set quarterly individual goals for your direct reports and provide ongoing performance feedback
• Drive practices to track and manage performance of teams and individuals, and continuously raise the bar for expectations
• Help foster company-wide culture of Operations excellence
• Build and maintain effective workforce management plan for the PHL Operations Teams for all Boundless lines of business
• Manage our Tier 1 Support function which organizes and directs task assignments across the larger Customer Success organization

Qualification & Requirements

• Self-motivated with passion for results
• Have the combination of productivity-focused management background, process-building skills, leadership skills and the ability to collaborate cross-functionally
• Organization and prioritization of completing tasks independently and with light guidance from your lead
• Have created processes that consistently improve the team’s performance and the quality of work product
• Strong analytical skills – ability to analyze data, derive key insights, diagnose business issues, and craft strategic projects
• Superior communication skills (written/verbal), project management skills, professional demeanor, and sound judgment
• Comfort with ambiguity and rapidly-changing environments
• Roll-up-your-sleeves mentality

Benefits

• Annual salary appraisal and regularization merit: We recognize great team mates and reward them for exemplary performance and dedication at work.
• Limited work-from-home capability – While this is an in-office position, limited and occasional work-from-home is authorized and equipment will be issued to facilitate that.
• 15 PTO credits per year and 3 days off in December: We encourage our team mates to take advantage of their leave credits should they feel sick or wish to take a vacation.
• Meaningful health insurance package: We give health insurance support for you and your dependent(s).
• Statutorily mandated benefits: We ensure each team mate has their statutory contributions and 13th-month pay up-to-date.
• Free coffee and weekly meals provision
• Free transportation services: We prioritize your health and safety as you work on-site, so you will be provided pick-up and drop-off transportation access.