Director of Service | Remote – Philippines | Full-time Contractor

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<h3><br></h3><p>At <strong>Prometeo Talent</strong>, our mission is to connect exceptional talent with innovative industry leaders.<br>Today, we’re partnering with our client — a <strong>U.S.-based company</strong> in an accelerated growth phase, specialized in <strong>Customer Experience and Digital Operations</strong>, with a strong collaborative and performance-driven culture.</p><h3><strong><br></strong></h3><h3><strong>Our Proposal</strong></h3><p>Are you an experienced Service or Operations leader passionate about elevating customer experience and driving operational excellence?<br>We’re looking for a <strong>Director of Service</strong> to lead and scale service delivery operations, enhance process efficiency, and develop high-performing teams in a fast-growing organization.</p><p>This role combines <strong>strategic leadership, operational execution, and data-driven decision-making</strong>, with a focus on building the foundation for the company’s global service delivery.<br></p><p></p><h3><strong>Key Responsibilities</strong></h3><ul><li>Execute the operational strategy and manage performance across all service areas.</li><li>Lead <strong>Client Services, QA, and Billing</strong> teams (currently ~50 members, scaling to 100).</li><li> Design and optimize workflows, processes, and operational playbooks.</li><li>Ensure service quality and consistency by improving key CX metrics (<strong>CSAT / NPS</strong>).</li><li>Coach and mentor supervisors and managers, promoting leadership growth and accountability.</li><li>Collaborate cross-functionally with <strong>Data, Product, and Operations</strong> to identify efficiencies and continuous improvement opportunities.</li></ul><p></p><ul></ul><h3>🧩 <strong>Requirements</strong></h3><ul><li> 10+ years in <strong>Service / Operations Management</strong> (CX, BPO, or similar industries).</li><li> Proven experience leading <strong>large teams (100+ members)</strong> and multiple supervisors.</li><li><strong>Advanced English</strong> for executive communication and cross-functional collaboration.</li></ul><p></p><ul></ul><h3>💡 <strong>Nice to Have</strong></h3><ul><li>Experience designing <strong>playbooks</strong>, mentoring programs, or leadership development initiatives</li><li><strong>Six Sigma / Lean</strong> certifications or equivalent process-improvement background.</li><li>Exposure to <strong>QA and Billing</strong> operations.</li><li>Background in <strong>consumer-facing service environments</strong>.</li></ul><p></p><ul></ul><h3>🗓️ <strong>About the Position</strong></h3><ul><li> 100% <strong>Remote</strong> (coverage from 8:00 AM to 6:00 PM CT, U.S.).</li><li> <strong>Full-time contractor</strong> position.</li><li><strong>U.S. holidays off</strong>.</li><li>Reports directly to the <strong>Global Operations Director</strong>.</li></ul><p></p><ul></ul><h3>🌱 <strong>What’s in it for you</strong></h3><ul><li>A high-impact leadership role in a <strong>fast-scaling global project</strong>.</li><li>Collaborative, agile, and people-centered culture.</li><li>Real opportunities for <strong>professional growth and strategic influence</strong>.</li></ul><p></p><ul></ul><p>📩 <strong>If you’re ready to lead high-performing teams and shape the future of Service Operations in a global company, we’d love to meet you.</strong></p>

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