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Job Summary:
The Head of Operations job is a mission-critical role responsible for ensuring the efficient, scalable, and profitable operation of our global services organization — currently spanning 1,000+ team members across Kuala Lumpur, Manila, and the U.S., with more delivery centers on the horizon. This role is central to the company’s ability to sustain rapid growth (50%+ YoY) while maintaining high service quality and operational profitability. You’ll lead all aspects of operational planning and execution to ensure we have the right people, processes, and systems in place to deliver outstanding client outcomes at scale.
Cross Functions/Key Accountabilities:
Workforce & Capacity Planning
· Lead workforce planning across all delivery centers to ensure capacity aligns with client demand, growth forecasts, and hiring targets.
· Partner closely with Talent Acquisition to set hiring plans by role, location, and timeline — ensuring readiness without excess capacity.
· Monitor and optimize utilization, staffing levels, and productivity metrics to drive efficiency and cost-effectiveness.
Operational Execution & Performance Management
· Own day-to-day operational execution across delivery teams, ensuring reliable service delivery, high performance, and smooth coordination across practices and sites.
· Lead operational performance reviews against key KPIs with practice leaders and center heads, identifying risks, gaps, and areas for improvement.
· Manage and evolve our operational KPIs, dashboards, and review cadences focusing on cost, quality, and speed.
Systems, Tools & Process Optimization
· Oversee implementation and optimization of tools that support workforce management, scheduling, time tracking, and performance analytics.
· Standardize and streamline operational workflows across geographies and practices to improve consistency and reduce friction.
· Drive cross-functional projects to improve operational maturity, including automation, systems integration, and data accessibility.
Team Leadership & Strategic Support
· Build, mentor, and lead a high-performing operations team (Operations Planning, Workforce Management, Operational Performance Management and Operational Systems and Tools).
· Serve as a thought partner to the Chief Services Officer on strategic initiatives — including delivery model evolution, new site setup, and cost management.
· Collaborate with Finance, TA, and Practice leadership to align operational execution with business strategy and P&L outcomes.
Minimum Qualifications:
Education & Experience
· 10+ years of progressive leadership experience managing one or more delivery centers within a global managed services, outsourcing, or professional services environment
· Proven track record of scaling operations in a high-growth context while maintaining or improving profitability
· Experience managing delivery center P&L, with strong financial and operational acumen
· MBA or equivalent advanced degree preferred, though not required
Must-Haves
· Demonstrated ability to navigate and lead through the dual pressures of rapid growth and operational efficiency
· Executive presence and experience influencing senior stakeholders and cross-functional teams
· Strong leadership capability with a track record of building and managing high-performing operations teams
· Expertise in workforce planning, performance optimization, and service delivery excellence across multi-location operations
Nice-to-Haves
· Experience within a marketing services environment or agency model is a strong plus
Desired Attributes:
· Visionary & Strategic: Inspires teams with a clear vision while developing long-term strategies aligned with business objectives and market trends.
· Analytical & Results-Driven: Uses data and insights to inform decisions, optimize performance, and consistently deliver measurable outcomes.
· Innovative & Solutions-Oriented: Brings a creative mindset to operational challenges and proactively identifies opportunities for improvement.
· Exceptional Communicator: Articulates complex ideas clearly and collaborates effectively across diverse teams and functions.
· Adaptable & Resilient: Thrives in dynamic environments, embraces change, and remains focused and positive under pressure.
· Detail-Oriented & Execution-Focused: Maintains high standards of accuracy and rigor in operations, project management, and analysis.
· Integrity-Led: Acts with transparency, professionalism, and a strong commitment to ethical leadership.
· Collaborative Leader: Builds strong cross-functional relationships and fosters a culture of accountability, inclusion, and teamwork.
Job-3133373
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