Director, Operations

The Role:

The Director, Operations will be responsible to manage the overall operations program scope for a niche business segment (Content Moderation) for a global client This is a key leadership role with PL responsibility and will directly impact the growth trajectory of one of the most disruptive and fastest growing businesses.

Essential Job Elements:

PL: Manage PL of the business operations, including the development and execution of the overall business strategy.

Operations: Drive operational improvements for business vertical including optimizing resource allocation across teams, measuring progress against business goals.

Team management: Manage a large, high performance, global team. Improve organizational efficiencies, build scalable business processes and infrastructure. Help align delivery capability to pipeline demand. Design and run scaled operations with a data-oriented approach. Provide vision and leadership for business.

Strategy: Build strategy aligned with the growth objectives. Lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, hiring, etc.).

Client Satisfaction: Ensure client satisfaction. Become ‘Voice of the Customer’ Establish strong relationships with clients.
Business Growth: Support business growth by collaborating with Sales marketing across geographies.

Best practices: Develop and deploy best practices across offerings. Collaborate across domains to share and understand best practices and implement where applicable.

Innovation: Lead innovation value add efforts

Domain Capability: Strengthen domain capabilities.

Compliance: Ensure compliance with all clients regulatory requirements

Profile Experience
• 16+ years of operations experience within a BPO with deep industry expertise.
• Experience of working with a Social Media customer with expertise in Content Moderation/ Trust Safety.
• Successful track record in growing and inspiring large teams approx. 1500 HC, with proven ability to select, attract, motivate, retain, and develop leaders and team members.
• Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
• Proven ability to drive performance and grow businesses.
• Experience with a matrix driven organization. Proven track record of building strong relationships with stakeholders.
• Strong internal client-facing skills with excellent communication, negotiation and conflict management skills.
• Analytical acumen and the ability to streamline complex processes.
• MBA/ PG Degree Read more