JOB DETAILS

Job Title: Operations Director

Location: Remote

Reports To: CEO

Work Shift: PST Timezone

Working Hours: 40 hours per week/ Full-time

Job Description:

We are seeking a highly skilled and proactive Operations Director to take ownership of client issue resolution and operational excellence. This role is essential for ensuring a seamless and satisfactory experience for clients, requiring advanced problem-solving skills, first-principle thinking, and exceptional communication abilities. The Operations Director will lead a team member based in the Philippines and work closely with internal and external stakeholders to drive operational efficiency. The ideal candidate will be confident in front of US clients, with top-tier English communication skills and proficiency in audio/video meeting platforms.

Key Responsibilities:

• Take full ownership of resolving all client issues, ensuring a smooth and satisfactory experience.
• Utilize deep problem-solving skills to diagnose and resolve complex challenges.
• Apply first-principle thinking to solve unprecedented business problems.
• Effectively communicate solutions with clients and internal stakeholders, ensuring clarity and alignment.

• Supervise and support an existing team member based in the Philippines, ensuring high performance and operational alignment.
• Provide mentorship, guidance, and leadership to improve efficiency, service quality, and team development.
• Implement processes that drive consistency and accountability within the team, ensuring optimal outcomes.

• Maintain excellent verbal and written communication skills for interacting with high-level stakeholders, both internally and externally.
• Ensure professional, clear, and effective communication during meetings and video/audio interactions, fostering strong relationships.
• Represent the company with the highest level of professionalism, ensuring positive experiences across all engagements.

• Identify process inefficiencies and implement improvements to ensure smoother operations.
• Develop and document standard operating procedures (SOPs) for issue resolution and operational tasks to standardize workflows.
• Collaborate with leadership to refine business strategies and enhance operational workflows, ensuring alignment with broader company objectives.

Requirements

• 5+ years in operations, client services, or a leadership role within a service-based business.
• Proven ability to diagnose and resolve complex issues through analytical thinking, critical reasoning, and innovative solutions.
• Exceptional English proficiency in both written and spoken formats, with strong capabilities in audio/video meeting coordination.
• Demonstrated experience managing remote teams, providing mentorship, and fostering high performance.
• Comfort with handling new challenges that require strategic and first-principle thinking to drive outcomes.

Preferred Qualifications

• Experience in a client-facing operations role specifically US clients.
• Background in a fast-paced, problem-solving environment such as consulting or service-based industries.
• Ability to work independently while collaborating closely with leadership to drive company success.