Key Responsibilities

• Strategic operations leadership: Set the operating model, goals, and investment priorities across accounts; translate business strategy into execution plans.

• People leadership at scale: Lead Senior Managers (L2) and their orgs; hire, develop, and retain talent; build succession pipelines and leadership capability.

• Client executive ownership: Serve as executive sponsor for key clients; run governance and planning cycles; align on roadmap, priorities, and commercial terms.

• Financial ownership: Own P&L levers—revenue, margin, pricing, forecasting, and change orders; ensure commercial and delivery alignment.

• Quality & engagement partnership: Co-own operational excellence with the Director of Quality; co-own growth/expansion motions with the Director of Engagement Management.

• Scale, standardization & automation: Drive SOP standardization, tooling adoption, and automation with Ops Tech/Product to improve speed, quality, and cost.

• Analytics & insights: Define the metrics that matter; review performance and convert data into actions at portfolio level.

• Workforce & vendor strategy: Set capacity plans across sites and vendors; manage vendor mix, SLAs, and performance improvements or transitions.

• Risk, compliance & security: Own operational risk posture; ensure audit readiness and adherence to privacy, data handling, and security policies.

• Cross-functional leadership: Align Operations, Quality, Engagement/Account, Finance, Vendor Management, and Tech to meet client and business goals.

Education

• Bachelor’s degree or equivalent experience in business, operations, data/engineering, or a related field.

Experience

• 8+ years in large-scale operations or program delivery (AI data, content review, labeling/annotation, or adjacent domains).

• 6+ years in senior operations leadership (managing managers and multi-team portfolios).

• Proven record of financial ownership (budgeting, forecasting, pricing/margins) and executive client partnership.

Skills

• Portfolio and program governance across global accounts.

• Executive communication, negotiation, and stakeholder management.

• Organization design, talent strategy, and performance management for multi-level teams.

• Strong command of spreadsheets, PM platforms, and BI dashboards; familiarity with SQL/ETL concepts is a plus.

• Quality and compliance mindset with practical use of SOPs, QA gates, and acceptance criteria.

• Strategic judgment on scope, time, cost, and quality; able to make and communicate trade-offs.

• Comfortable operating across time zones with global, distributed teams (advanced English).

Scope & Autonomy (L3 Alignment)

• Provides strategic direction for a global account or group of accounts; sets standards and operating rhythms across multiple teams and vendors.

• Makes medium- to long-term decisions with material business impact; escalates only exceptional or enterprise-level issues.

• Direct line management for Senior Managers (L2) and senior IC leaders; strong influence across Quality, Engagement, Tech, and Vendor organizations.

• Operates as an equal partner with the Director of Quality and Director of Engagement Management.