What are the responsibilities and job description for the Operations Director position at acquireai?
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! At Acquire Intelligence, our mission is to help business work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you're passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career. Advance Your Career - Join us today and be part of a team where your work makes an impact! WHY JOIN THE A-TEAM? Come for a career, stay for the fun! Here's what's waiting for you: HMO coverage for you and your family Epic Yearly Kick-Off Parties with major giveaways (including a car in 2023!) Recognition through our Value Awards — we celebrate your wins Real career growth with internal promotions Meaningful work with talented and supportive teams Your future matters: 900 internal promotions every year 2,700 leadership training courses Extra rewards along the way: 14th Month Pay for employees who complete 5 years with us Generous referral incentives of up to ₱42,000 depending on the role Enjoy work-life balance: 12 Vacation Leaves 12 Sick Leaves 1 Birthday Leave A SNAPSHOT OF YOUR ROLE As Operations Director at Acquire Intelligence, you will take ownership of operational performance and client delivery across multiple programs, working hand in hand with Client Partners to ensure exceptional customer outcomes, operational excellence, and achievement of contractual commitments. This is a hands-on, client-facing leadership role where your commercial awareness, strategic thinking, and deep BPO expertise will directly shape the success of the clients you serve. You are an experienced operations leader who thrives on complexity, builds trusted client relationships, and inspires high-performing teams to deliver their best. The role may require occasional overseas travel to support client relationships, operational reviews, business requirements, and other organizational priorities. This is a day shift position, with occasional flexibility required to support client and business requirements. If you are proactive, intellectually curious, and driven to make a measurable difference, this is the role for you. YOUR DAILY RESPONSIBILITIES Oversee the operational performance and delivery of multiple programs, ensuring consistent achievement of SLAs, quality standards, and contractual commitments Partner closely with Client Partners to maintain strong client relationships and align operational delivery with client expectations Serve as a trusted operational point of contact for clients, demonstrating credibility, professionalism, and a strong customer-first mindset Anticipate client needs and emerging risks, shaping service improvements before performance gaps become visible Lead, coach, and develop operations leaders and teams to build engaged, high-performing organizations Take a hands-on approach to resolving complex operational challenges, ensuring timely and effective follow-through Analyze operational and business data to identify trends, root causes, risks, and improvement opportunities Drive continuous improvement initiatives, challenging existing processes to deliver better outcomes for clients and the business Collaborate with cross-functional teams including Finance, HR, Workforce Management, Quality, and IT to improve program performance Prepare and present operational reviews, performance updates, and recommendations to clients and senior stakeholders A BIT ABOUT YOU 10 or more years of progressive experience in BPO, CX, customer operations, or back-office operations, with a strong senior leadership background Proven track record managing multiple programs, accounts, or lines of business simultaneously in a senior operations leadership capacity Strong client-facing experience with excellent communication, presentation, influencing, and stakeholder management skills Commercially minded with strong analytical and problem-solving acumen, using data to drive operational performance and business outcomes Experienced in leading, coaching, and developing high-performing operations leaders and teams Working knowledge of Accounts Payable, Accounts Receivable, or related financial back-office processes, without requiring a formal accounting background Cross-functional leadership capability, with the ability to navigate complex business environments and collaborate effectively across multiple functions Hands-on, proactive, and results-oriented, with a strong bias for action in fast-paced and evolving environments Flexible and adaptable, with the ability to manage shifting business demands and travel internationally on occasion WHAT WE VALUE We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values: Curious and Clever: Smart questions spark smart solutions. Entrepreneurial Energy: Think like an owner. Solve like a founder. Fast with Intent: We move fast and deliver real results. Laugh and Learn: We don't take ourselves too seriously, just our results. What are you waiting for? Come for a career, stay for the fun! Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. 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