The Director, Delivery Operations PH is responsible for leading the operational and financial performance of delivery operations in the Philippines. This role provides strategic leadership across multiple programs and lines of business, ensuring operational excellence, financial performance, client satisfaction, and scalable growth.

The successful candidate is a transformational leader who combines strong business acumen with operational discipline, data-driven decision making, and a passion for continuous improvement. This individual will partner closely with global stakeholders to execute strategic initiatives while fostering a high-performance, innovative, and customer-centric culture.

This role will report directly to the Country General Manager, Philippines with dotted line reporting to the Senior Director, Delivery Operations. Rippling Philippines, Inc. will act as the Employer of Record and contracted to work with Liveops.

The Qualifications We’re Looking For

• Bachelor's degree in business or management, or equivalent work experience
• Minimum of 10 years of progressive experience within the BPO, contact center, vendor management or business services industry
• Minimum of 5 years in a leadership role overseeing large scale operations
• Demonstrated success managing complex, multi-program operations
• Experience supporting international clients and global stakeholders
• Proven experience leading business transformation and organizational change initiatives
• Strong exposure to financial management, budgeting, forecasting, and P&L ownership
• Experience leading and coaching senior leaders and implementing operational excellence methodologies and quality systems

The Value You Deliver

Key Responsibilities and Job Duties

Strategic Leadership

• Lead large-scale delivery operations while driving sustainable growth, operational maturity, and organizational capability
• Develop and execute strategic initiatives that improve customer experience, operational performance, and business outcomes
• Serve as a trusted advisor to senior leadership, providing strategic recommendations based on business insights and market trends

Operational Excellence

• Own end-to-end delivery performance across multiple programs and functions
• Establish rigorous operating rhythms, governance frameworks, and performance management processes
• Build high-performing operational teams capable of delivering consistent execution at scale

Financial Management

• Manage operational budgets and financial performance
• Drive productivity improvements while balancing customer experience, quality, and profitability
• Monitor key business metrics and develop action plans to achieve financial and operational targets

Client and Stakeholder Management

• Build trusted relationships with the Customer Success Director, internal cross-functional teams and clients
• Present operational performance, business insights, and strategic recommendations to senior leadership and clients
• Support the Customer Success Director in leading executive and client business reviews and operational governance meetings

Data Analytics and Business Insights

• Leverage quantitative and qualitative data to identify opportunities, mitigate risks and improve operational performance
• Develop executive-level narratives that transform complex operational data into actionable business insights
• Utilize performance dashboards, forecasting models, and trend analysis to support strategic decisions

People Leadership

• Lead, coach, and develop senior operations leaders
• Build a high-performance culture centered on accountability, collaboration, inclusion, and employee engagement
• Develop succession plans and strengthen organizational capability
• Inspire teams through leading by example, coaching and effective change management

Transformation & Innovation

• Champion a culture of innovation, experimentation, and continuous learning
• Lead business transformation initiatives including process redesign, automation, AI adoption, digital enablement, and operational modernization
• Foster innovation frameworks that encourage testing, rapid learning, and scalable implementation of new ideas

Essential Job Functions

Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.

• Ability to sit or stand at a desk for extended periods of time while working on a computer
• Available for virtual meetings in a non-distracted environment
• Ability to work independently and meet deadlines
• Ability to work a flexible work schedule that includes days, nights, overnights, weekends, and holidays as needed to support US business hours

About Liveops

Liveops is redefining what outsourced customer service means in a modern, always-on world, built on the belief that genuine connection drives brand loyalty. For over 25 years, we’ve paired cutting-edge technology with trusted, remote, and empathetic human expertise to deliver agile, high-touch customer support solutions that scale with precision and care. As pioneers in the flexible workforce model, we bring global reach with unmatched adaptability—helping brands meet customer needs, anywhere, anytime. From complex interactions to seasonal surges, we proudly serve Fortune 500 and enterprise clients—delivering personalized experiences that earn trust and drive lasting impact. It’s not outsourcing; it’s outsmarting. To learn more, visit www.liveops.com.