Director, Operations (Indonesia)

The Opportunity

In this role, you will provide dedicated leadership to an environment that requires enhanced day-to-day governance, with an immediate, critical focus on rebuilding client confidence, addressing current performance gaps, and driving a strategic turnaround for the Yogyakarta site.

Responsibilities & Duties

• Own end-to-end operational delivery across all key performance metrics, including SLAs, KPIs, productivity, quality, and delivery outcomes.
• Actively diagnose, address, and remediate performance gaps at the Yogyakarta challenge site, implementing disciplined action plans to restore operational stability.
• Drive rigorous manpower utilization, ratio planning, and capacity management. Implement strict shrinkage control and swift corrective actions to minimize leakage.
• Rebuild and sustain client confidence through increased operational transparency, consistent progress reporting, and evidence of disciplined execution.
• Drive Customer Satisfaction (CSAT) by proactively managing client expectations, serving as the senior escalation point, and continuously improving service quality.
• Own revenue, margin, cost control, budget adherence, and strict P&L governance to maximize account profitability.
• Strategically scale the operation from its current framework to support continuous business growth and volume expansion.
• Build, inspire, and lead a robust management team. Direct leadership initially includes 2 Senior Managers, with expectations to scale the leadership layer to 10–15 Managers over time.
• Drive key human capital metrics, including the reduction of attrition and absenteeism, while fostering employee engagement, robust performance management, and succession planning.

Qualifications

• Minimum of 5 years of progressive operations leadership experience within a large-scale BPO, contact center, or shared services environment.
• Prior experience in Content Moderation or Trust & Safety operations is highly preferred.
• Proven track record of managing large spans of control (1,000+ FTEs preferred) and navigating matrixed stakeholder environments.
• Demonstrated success in managing shrinkage, capacity planning, metric remediation, and client-facing escalation management.
• Chinese language capability (Mandarin) is strongly preferred; candidates with Mandarin proficiency will be prioritized to facilitate client communication.