Director of Operations

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Take ownership of Lead, Manage, Accountability (LMA) for the Operations department, converting company strategy into actionable plans at the departmental level.

• Create, document, and continually enhance essential operational processes that cover order fulfillment, quality assurance, and issue/case resolution.

• Oversee marketplace relationships on a tactical, daily basis, working directly with partner platforms to address issues and ensure smooth operations.

• Propel Ops performance and foster continuous improvement by establishing measurable scorecards and holding the department accountable for throughput, accuracy, and service-level objectives.

• Lead and nurture a team across various functions: support associates (order & inventory readiness, fulfillment accuracy & throughput, case resolution), and analytics/team leadership (shift leadership & task allocation, volume surge coordination, inventory anomaly detection, busted order recovery & penalty mitigation, team capability development).

• Collaborate cross-functionally with Revenue, Technology, and Finance to ensure departmental execution aligns with overarching company goals.

⛳️ Requirements

• Possess over 5 years of experience in operations management, preferably in e-commerce, marketplace, ticketing, or other high-volume transactional settings.

• Have at least 3 years of experience in leading and developing multi-functional teams (e.g., support/fulfillment, quality assurance, analytics or reporting).

• Exhibit a proven history of designing and documenting scalable operational processes.

• Have experience managing relationships with external partners or marketplaces on a tactical, day-to-day basis.

• Demonstrate experience in setting and driving measurable performance targets (KPIs/scorecards) and implementing continuous improvement initiatives.

• Possess excellent written and verbal communication skills suitable for technical and non-technical stakeholders.

🏝️ Benefits

• Opportunities for growth and advancement.

• Competitive compensation package, including Maxicare HMO.