As the Director of Operations, you will lead and manage our passionate and rapidly growing Operations Team in Manila and Cebu. This includes our Financial Operations Team, our Support Inquiry Triaging Team, and our Case Production and Data Review functions.

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

• 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