Global Senior Director, E-Commerce (APAC)

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 TP is seeking a seasoned Global E-commerce Director / Sr. Director for APAC to lead large-scale, multi-site operations for a major global Tech account. This leader will oversee complex customer experience, trust, safety, seller support, marketplace, and/or e-commerce operations across the Philippines, India, Malaysia, and Indonesia, with accountability for operational performance, client partnership, transformation, and talent leadership across an estimated 8,000 FTEs globally.

This is a high-impact regional leadership role for a commercially astute, operations-driven executive who can balance service excellence, cost discipline, digital transformation, and employee engagement in a fast-paced technology and e-commerce environment. The successful candidate will serve as a strategic partner to senior client stakeholders and internal TP leadership, ensuring consistent delivery standards, scalable operating models, strong governance, and continuous improvement across geographies.

The Responsibilities & Duties

• Provide end-to-end operational leadership for a large-scale global Tech / e-commerce account, overseeing delivery across multiple BPO sites in APAC, including the Philippines, India, Malaysia, and Indonesia.
• Own account performance across key operational, financial, quality, customer experience, employee experience, compliance, and client-success metrics.
• Lead, coach, and develop a distributed leadership team composed of site directors, operations managers, support functions, and regional stakeholders to ensure consistent execution and accountability.
• Serve as the primary senior operations partner for client stakeholders, building trusted relationships through transparent governance, proactive issue resolution, strategic business reviews, and data-driven performance management.
• Drive operational excellence through standardized processes, Lean Six Sigma practices, automation, analytics, workforce optimization, and continuous improvement initiatives.
• Ensure consistent achievement of SLAs, KPIs, contractual commitments, productivity targets, customer satisfaction goals, quality standards, and risk controls across all supported markets.
• Partner with Workforce Management, Training, Quality, HR, Talent Acquisition, IT, Finance, and Transformation teams to optimize staffing, capacity planning, onboarding, coaching, performance management, and scalability.
• Lead business transformation initiatives, including process redesign, AI-enabled productivity improvements, digital tools adoption, reporting automation, and governance simplification.
• Manage large-scale ramp-ups, transitions, new site launches, volume shifts, and operational stabilization efforts while maintaining service continuity and strong employee engagement.
• Develop and execute regional operating strategies aligned with client priorities, TP commercial objectives, cost targets, and growth opportunities.
• Maintain a strong control environment across data security, privacy, compliance, audit readiness, and client-specific policies, particularly within a technology and e-commerce operating context.
• Identify risks and performance gaps early, establish corrective action plans, and provide executive-level visibility on progress, impact, and sustained improvements.
• Champion a culture of ownership, innovation, agility, inclusion, and high performance across geographically dispersed teams.

The Qualifications

• 15+ years of progressive leadership experience in BPO, customer experience, digital operations, shared services, or technology-enabled service delivery, with significant experience managing large-scale, multi-site operations.
• Required Experience: Solid experience in content moderation / e-commerce.
• Scale: Experience managing at a significant scale (between 2,500 and 3,000 FTEs).
• Travel/Relocation: Willingness to travel between the Philippines, Malaysia, Indonesia, and India. Potential relocation to Malaysia and/or Indonesia.
• Proven track record leading complex operations for global or regional Tech, e-commerce, marketplace, digital platform, social media, retail, or high-growth consumer technology accounts.
• Strong understanding of e-commerce operations, including customer support, seller or merchant experience, marketplace operations, trust and safety, escalation management, fraud/risk workflows, logistics-adjacent support, or digital customer journeys.

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.