Get AI-powered advice on this job and more exclusive features. Type: Full-Time, Hybrid (Relocation to Cebu or Iloilo required upon hire)Location: Philippines Reports to: Vice President of AI Ops About Xtend Ops Xtend Ops is transforming the future of outsourcing by combining world-class operations with cutting-edge AI solutions. We partner with leading global brands to deliver intelligent customer experiences powered by people and technology. We’re looking for a Director of AI Operations to lead high-impact programs and drive operational excellence across our AI-enabled service delivery teams. This role is for a strategic leader who thrives on building strong teams, strengthening client relationships, and improving performance across complex environments. Role Overview As Director of AI Operations, you will oversee multiple programs and lead a cross-functional team focused on performance, quality, and customer satisfaction. You will play a key role in developing strategies, mentoring future leaders, and aligning operations with both client and business goals. Key Responsibilities Lead day-to-day operations across assigned accounts and ensure smooth execution Define and refine policies, processes, and structures to support scalable growth Coach and support Operations Managers and Team Leads to drive high performance and engagement Partner with Recruitment and HR to ensure strategic talent selection and development Monitor and improve KPIs, SLAs, and key success metrics across all programs Serve as the primary liaison for client communications, relationship management, and program alignment Identify areas for improvement and champion innovation across workflows Core Competencies Customer-First Mindset – Ensure quality and satisfaction are central to every initiative Operational Expertise – Strong command of performance management and process efficiency Leadership & Development – Mentor future leaders and build cohesive teams Analytical Thinking – Leverage data to solve problems and guide decision-making Clear Communication – Engage with clarity across internal and external stakeholders Innovation & Agility – Proactively solve challenges with creative and scalable solutions Qualifications10+ years of experience in BPO or contact center leadership Proven success managing multiple accounts and large operational teams Strong understanding of CRM tools, performance dashboards, and quality monitoring systems Experience with full P&L responsibility and budget management Demonstrated ability to lead independently and drive measurable outcomes Familiarity with process improvement methodologies such as Six Sigma, COPC, or ISO (certification preferred)Willingness and ability to travel as needed Preferred Skills Certification in process improvement (Lean, Six Sigma, COPC, etc.)Experience in AI-enhanced CX or automation within operations Join us and help shape the future of AI-driven outsourcing. Apply now or refer someone exceptional. Seniority level Director Employment type Full-time Job function Engineering and Information Technology Industries Outsourcing/Offshoring Referrals increase your chances of interviewing at Xtend Ops by 2x Get notified about new Director of Artificial Intelligence jobs in Philippines.
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