Director of Operations, Philippines

Who Boundless Is

Boundless, a Seattle, Washington-based company specializing in U.S. immigration services, is seeking an experienced Operations leader to join our team as the Director of Operations for our Philippines organization. We have ~300 full-time employees across the Philippines and the U.S. (with 200+ in the Philippines), and have been featured in The New York Times, NBC News, and Univision. Our commitment to excellence has earned us an A+ Better Business Bureau rating and the 2018 "Business of the Year" award. As we continue to grow and invest in our Philippines Operations, we are looking for a strong Operations leader to lead the largest team at our company.

Your Mission

As the Director of Operations, you will lead and manage our passionate and rapidly growing Operations Team in Manila and Cebu. This includes our Financial Operations Team, our Support Inquiry Triaging Team, and our Case Production and Data Review functions. You will drive critical business decisions by tracking, analyzing, and evaluating operational processes for both our business-to-business and direct-to-consumer segments. Your role will engage with internal stakeholders to drive operational effectiveness, enhance performance, and ensure a great strong adherence to KPIs. You will effectively improve operational processes, partner with cross functional team members, and execute process changes while being customer centered and a strong people leader.

You possess the capability of extracting information from various sources, compiling and sharing information, and developing plans for improvement. You have a passion for data, efficiency, process improvements, and are adaptable to change in a fast-paced organization with a high level of execution. You embody the concept of “ownership” and instill it in your managers, team leads, and individual contributors. This is not a task and execution role—you are responsible for coming up with and delivering on the vision that best helps achieve the ambitious goals of the company. You are also motivated by performance-driven success and the impact Boundless is making on our customers.

In this role, you will work closely with functional executives across the company, including the CEO, to create and deliver the best customer experience in the industry. The role requires you to report to our Cebu City office, make occasional trips to our Manila office and the U.S. (we’ll help you apply for a travel visa), and work with significant overlap during U.S. Pacific Time Zone work hours.

In this role, you will:

Achieve operational excellence

● Relentless drive towards continuous improvement and effective resource management for operational excellence
● Successfully develop and deliver against Operations Team OKRs, KPIs and SLAs
● Own quarterly business objectives, establishing execution plans, allocating resources, and defining associated metrics in measuring success
● Manage progress and continuously report out on results to cross functional leaders, partners, and the local team
● Evaluate performance data to identify trends and drive improvements in organizational performance, including: customer satisfaction, speed and efficiency, and quality
● Work cross-functionally and collaboratively on process improvements, managing critical issue communications, and delivering on business objectives
● Drive tight feedback loops across product, marketing, sales, engineering, and attorney partners to better support our customers

• Oversee the Financial Operations activity of our Payment Solutions Team

Build and Lead a Customer-Centric Team

● Provide strong leadership to mentor, develop, and empower team leads and their members to deliver timely and accurate data review, assembly, and production work that drive outstanding customer outcomes.
● Create an engaging and inspiring work environment for team members
● Set quarterly individual goals for your direct reports and provide ongoing performance feedback
● Drive practices to track and manage performance of teams and individuals, and continuously raise the bar for expectations
● Help foster company-wide culture of Operations excellence
● Build and maintain effective workforce management plan for the PHL Operations  Teams for all Boundless lines of business

• Manage our Tier 1 Support function which organizes and directs task assignments across the larger Customer Success organization

About You:

• Self-motivated with passion for results 
• Have the combination of productivity-focused management background, process-building skills, leadership skills and the ability to collaborate cross-functionally 
• Organization and prioritization of completing tasks independently and with light guidance from your lead
• Have created processes that consistently improve the team’s performance and the quality of work product
• Strong analytical skills - ability to analyze data, derive key insights, diagnose business issues, and craft strategic projects
• Superior communication skills (written/verbal), project management skills, professional demeanor, and sound judgment
• Comfort with ambiguity and rapidly-changing environments
• Roll-up-your-sleeves mentality

What We Offer

You will be part of a dynamic workforce in an environment where you will collaborate with the leading experts in the online immigration services industry. 

You can cultivate your operational perspective and mindset as you experience a highly creative culture built on loyalty and responsibility to our partners while having a lot of fun at work. 

Great company perks and benefits await you! 

• Annual salary appraisal and regularization merit: We recognize great team mates and reward them for exemplary performance and dedication at work.
• Limited work-from-home capability - While this is an in-office position, limited and occasional work-from-home is authorized and equipment will be issued to facilitate that.
• 15 PTO credits per year and 3 days off in December: We encourage our team mates to take advantage of their leave credits should they feel sick or wish to take a vacation.
• Meaningful health insurance package: We give health insurance support for you and your dependent(s).
• Statutorily mandated benefits: We ensure each team mate has their statutory contributions and 13th-month pay up-to-date.
• Free coffee and weekly meals provision
• Free transportation services:  We prioritize your health and safety as you work on-site, so you will be provided pick-up and drop-off transportation access.

Collaborative engagement sessions and major company-wide sponsored events: We allocate a budget to cultivate engagement and fun in our work environment.