Service Delivery Systems Lead

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

📋 Description

• Take ownership of the systems and tools utilized daily by the Client Success team, including AI tools.

• Create and design systems and tools, rather than just documenting them.

• Incorporate quality assurance into all work processes.

• Address issues at the source to prevent them from escalating up the chain.

• Oversee delivery-side security, which includes agent monitoring and anti-poaching measures.

• Activate and utilize an existing security tool.

• Develop the leadership pipeline for the company.

• Supervise a team of bench Operators.

• Report directly to the CEO regarding the effectiveness of the systems.

⛳️ Requirements

• 3–5 years of experience in operations, process or systems design, quality assurance, or a related discipline.

• A Bachelor's degree in Business, Information Systems, Operations Management, or a related field — or equivalent experience if a degree is not held.

• Highly detail-oriented with a strong focus on defect identification.

• Comfortable with training others and enhancing their skills.

• Proficient with AI tools to the extent of building with them, not just using them.

• This role is tailored for someone who prefers to focus on building rather than engaging in client calls.

• Full-time commitment is required.

• Willingness to work from 11:00 PM to 8:00 AM Philippine Time (Graveyard shift).

🏝️ Benefits

• Permanent Work-From-Home arrangement.

• Weekends off — enjoy Saturdays and Sundays free.

• HMO coverage with Maxicare upon regularization, with the option to include dependents.

• Access to wellness checks and support services.

• Paid Time Off: 40 hours in the first year, increasing to 120 hours with tenure.

• Sick Leave: 40 hours (16 hours available even during probation).

• Mental Health Leave: 8 hours annually.

• Special leaves for birthdays, bereavement, and paternity.

• Observance of U.S. holidays along with select Philippine Holy Week dates.

• Option to convert unused PTO into cash.

• Company-provided equipment.

• Yokly's 13th Month Pay.

• A Welcome Kit, along with tokens for birthdays, milestones, and anniversaries.