Lead Large-Scale Operations Across High-Impact Media and Digital Platforms Award-winning content, extensive digital platforms, and strong national reach define this client's leadership in media and information services. By combining technology, data, and storytelling, it continues to evolve how audiences engage with content. Through Emapta, senior leaders are placed in a high-impact operational role that supports large-scale service delivery, offering a long-term global career, a top 1% experience, and the opportunity to lead teams that directly influence customer outcomes. Job Description Operational leadership at scale demands strategic vision, cultural influence, and consistent delivery of performance outcomes. The Director of Operations (Head of Operations) leads a large, multi-functional contact centre, shaping execution, performance, and engagement. Through Emapta, this role offers a long-term global career, delivering a top 1% experience with executive visibility, leadership impact, and sustained growth. Job Overview Employment type: Full time Shift: Shifting (AU shift; must be flexible and open to weekends, holidays, and overtime) Work setup: Onsite, Megatower, Ortigas Exciting Perks Await! Competitive Salary Package Day shift schedule Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks) Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.) Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/ ) Free 24/7 access to our office gyms (Ortigas and Makati) Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!) Unlimited opportunities for employee referral incentives across the organization Standard government and Emapta benefits Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash) Fun engagement activities for employees Mentorship and exposure to global leaders and teams Career growth opportunities Diverse and supportive work environment The Qualifications We Seek 7+ years of senior leadership experience (Director, Head, Site Leader, General Manager) in operations, contact centre, or BPO environments Demonstrate proven experience managing third-party vendor partnerships , including facility providers (e.g., Emapta, Microsourcing, or similar), with accountability for SLAs, governance, and cross-functional HR collaboration Lead in highly complex, matrixed environments, effectively executing strategies from shared services functions (WFM, QA, Training) while ensuring seamless operational delivery Drive strong cultural leadership, with a track record of reducing attrition, improving engagement, and building a cohesive, high-performing site culture Possess deep expertise in contact centre operations, including floor management, real-time execution, and aligning offshore delivery with onshore expectations Partner effectively with Australian stakeholders and executives, with experience supporting AU clients or markets highly preferred Ideal Leader Profile 'May Malayong Pananaw' - Visionary leader and strategic pioneer who anticipates challenges, identifies opportunities, and guides operational strategy 'May Malasakit' - Fiercely customer-obsessed and deeply invested in creating a supportive workplace culture 'Sandigan' - A resilient anchor who thrives under pressure and provides stability and leadership when challenges arise 'Palaban at Matatag' - A bold outcome-driver who partners seamlessly with offshore teams to deliver results and maintain operational excellence Your Daily Tasks Strategic Leadership & Vision Act as the senior site leader for the Manila operation, translating strategic roadmaps from Australian leadership into effective daily operational execution Manage the vendor relationship with Emapta to ensure facilities, IT infrastructure, and HR partnerships support uninterrupted premium service delivery Serve as the executive operational voice on the ground, providing insights on site performance, implementation challenges, and cultural alignment Drive site-wide initiatives that unify teams across service functions into a cohesive Manila site identity aligned with Australian business goals Operational Excellence & Performance Management Oversee end-to-end operational performance of the Manila site, ensuring all teams meet SLAs, productivity targets, and QA standards Partner with the Head of Insights & WFM to optimize schedule adherence, real-time utilization, and queue management Partner with the Head of Retention and Head of Service to achieve performance targets including saves, resolution, and customer effort reduction Identify operational or facility bottlenecks and implement corrective actions to maintain high service standards Culture, Engagement & People Leadership Champion a high-performance culture built on psychological safety, strong engagement, and customer-centric outcomes Act as the cultural bridge between the Manila site and Australian headquarters to maintain a unified 'one team' mindset Work closely with Emapta and internal HR teams to implement engagement initiatives, recognition programs, and site events Provide mentorship and leadership to the operational management team to strengthen resilience and capability Foster a culture of 'Madiskarte' (resourcefulness), empowering teams to solve problems creatively and take ownership Stakeholder Management & Cross-Functional Partnership Act as the central connector across Manila operations and the Heads of Service, Retention, WFM, and Service Delivery Partner closely with the Australian Head of Service Delivery & Capability to ensure training, QA frameworks, and continuous improvement initiatives are effectively implemented Lead site-level business reviews with Australian leadership and Emapta stakeholders to ensure transparency in vendor performance and operational results Host onshore stakeholders during site visits, showcasing operational excellence and cultural alignment Compliance, Risk & Governance Ensure compliance with Australian regulatory standards, data privacy laws, and internal policies within the Emapta facility Own the Business Continuity Plan (BCP) for the Manila site, coordinating with IT and facilities to mitigate operational risks Maintain strict standards for ethical conduct, data security, and operational transparency Support incident management by partnering with functional leaders to resolve major service disruptions and implement improvements Welcome to Emapta Philippines! Join a team that values camaraderie, excellence, and growth. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in 2026 Inspiring Workplaces Awards Asia , Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra !