Operations Director

Summary

Join our team as an Operations Director and take ownership of client issue resolution and operational excellence. This remote, full-time position requires advanced problem-solving skills, first-principle thinking, and exceptional communication. You will lead a team member based in the Philippines and collaborate with internal and external stakeholders. The ideal candidate possesses top-tier English communication skills and proficiency in audio/video meeting platforms. This role demands confidence in interacting with US clients and a commitment to driving operational efficiency and team development. You will be responsible for implementing processes, developing SOPs, and collaborating with leadership to refine business strategies.

Requirements

• 5+ years in operations, client services, or a leadership role within a service-based business
• Proven ability to diagnose and resolve complex issues through analytical thinking, critical reasoning, and innovative solutions
• Exceptional English proficiency in both written and spoken formats, with strong capabilities in audio/video meeting coordination
• Demonstrated experience managing remote teams, providing mentorship, and fostering high performance
• Comfort with handling new challenges that require strategic and first-principle thinking to drive outcomes

Responsibilities

• Take full ownership of resolving all client issues, ensuring a smooth and satisfactory experience
• Utilize deep problem-solving skills to diagnose and resolve complex challenges
• Apply first-principle thinking to solve unprecedented business problems
• Effectively communicate solutions with clients and internal stakeholders, ensuring clarity and alignment
• Supervise and support an existing team member based in the Philippines, ensuring high performance and operational alignment
• Provide mentorship, guidance, and leadership to improve efficiency, service quality, and team development
• Implement processes that drive consistency and accountability within the team, ensuring optimal outcomes
• Maintain excellent verbal and written communication skills for interacting with high-level stakeholders, both internally and externally
• Ensure professional, clear, and effective communication during meetings and video/audio interactions, fostering strong relationships
• Represent the company with the highest level of professionalism, ensuring positive experiences across all engagements
• Identify process inefficiencies and implement improvements to ensure smoother operations
• Develop and document standard operating procedures (SOPs) for issue resolution and operational tasks to standardize workflows
• Collaborate with leadership to refine business strategies and enhance operational workflows, ensuring alignment with broader company objectives

Preferred Qualifications

• Experience in a client-facing operations role specifically US clients
• Background in a fast-paced, problem-solving environment such as consulting or service-based industries
• Ability to work independently while collaborating closely with leadership to drive company success