Director, Operations

Maximize Your Impact with TP Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions.

As a Great Place to Work certified in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally driven tomorrow.

The Opportunity In this role, you will organize and oversee our company's daily operations. You will ensure that our business is well-coordinated and productive by managing its procedures and coaching its people.

The area of responsibility for this role is vast and thus requires thorough knowledge of various company processes. The ideal candidate must be competent and able to plan many operational activities. You will always look to implement the most efficient business ways.

Your efforts will focus on finding and implementing the most efficient ways to run different Accounts, overseeing the accomplishment of production and financial objectives, and playing an essential role in managing the relationship with the corporate client.

The Responsibilities & Duties

• Managing multiple projects and accounts
• Implement company-wide management-approved strategies.
• Align with stakeholders to make decisions for operational activities and set strategic goals.
• Plan and monitor the day-to-day running of the business to ensure smooth progress.
• Supervise staff from different departments and provide constructive feedback.
• Regularly evaluate the efficiency of business procedures according to organizational objectives and apply improvements.
• Oversee customer support processes and organize them to enhance customer satisfaction.
• Review financial information and adjust operational budgets to promote profitability.
• Revise and formulate policies and promote their implementation.
• Evaluate overall performance by gathering, analyzing, and interpreting data and metrics.
• Perform follow-ups with corporate clients and close relationships with high-level decision-makers to create new business opportunities.
• Ensure continuous improvement processes, proposing outside-the-box solutions.
• Establishes quantitative and qualitative metrics, guidelines, and standards for evaluating the company's efficiency and effectiveness and identifying opportunities for improvement.
• Reviews, analyzes and evaluates business procedures.
• Implements policies and procedures that will improve day-to-day operations.
• Ensures work environments are adequate and safe.
• Oversees manufacturing, purchasing, and sales departments, ensuring each is reaching goals set by departmental and company leadership.
• Plans, directs, controls, implements, evaluates, monitors, and forecasts budgets and cost of sales in each division to achieve financial objectives.
• Communicates and explains new directives, policies, or procedures to managers; for significant changes, meets with entire operations staff to explain differences, answer questions, and maintain morale.
• Improves customer service and satisfaction through policy and procedural changes.
• Leads coordination and integration of efforts among operations, engineering, technology, and customer service divisions to produce smoother workflow and more cost-effective business processes.
• Projects a positive image of the organization to employees, customers, industry, and community.
• Performs other related duties as assigned.

The First-Year Objectives

• Deliver 100% against financial targets through the end of the year.
• Improve overall scorecard performance (SRS) year over year by 5+ points.
• Achieve sub 8% monthly attrition average through the end of the year.

The Qualifications

• Bachelor’s degree or above preferred.
• 5+ years of experience in Customer Experience Management and Shared Services for international markets and related industries preferred.
• 2+ years of BPO (Contact Center, Outsourcing) experience.
• Experience managing projects of 500+ FTE.
• Proven experience as Director of Operations or equivalent position preferred.
• Experience in managing financials: budget, margins, and P&L.
• Strong negotiation and business management skills.
• Analytical thinking, proactive attitude, strong written and oral communication skills.
• Must have extensive experience selling to and presenting to the highest-level decision-makers (C-level Executives).
• Excellent interpersonal skills and teamwork mindset.
• Must be highly detail-oriented, productive, accountable, and work under tight deadlines when needed.
• Excellent organizational and leadership abilities.
• Working knowledge of data analysis and performance/operation metrics.
• Familiarity with MS Office and various business software (e.g., ERP, CRM).
• Must currently be managing at OM level or equivalent with current logo assignment meeting or exceeding 905 of client KPI’s/Achievement of YTD financial delivery.

Pre-Employment Screenings By TP policy, employment in this position will be contingent on your successful completion of and passage of a comprehensive background check, including global sanctions and watchlist screening.

Important | Policy on Unsolicited Third-Party Candidate Submissions TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions.

Culture & Belonging At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate on the basis of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.