Director of Operations

Office Location: Clark, Pampanga - 5 days per week
Shift: 8pm - 5am

About Us 

Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at ‘a job’ but look to develop valuable skills that ignite their passion and lead to a CAREER. If you are attracted to a work hard, play hard environment and seek the guidance, training, and experience necessary to build a lucrative career, then welcome to THRIVE!  

Position Summary 
We are seeking a dynamic and results-oriented Director of Operations to oversee and manage the day-to-day administrative and operational functions of our Philippine office. Reporting directly to the RVP of Operations, the Director of Operations will collaborate with remote managers and team leaders to ensure smooth operations and efficient resource management. This role requires strong leadership, a keen attention to detail, and the ability to manage various administrative tasks, support operational goals, resolve conflicts, monitor employee productivity and availability, set goals and career development paths, act as a point of escalation for employees, ensure compliance with local Philippine labor laws, and ensure employees meet their performance metrics and KPIs.

Key Responsibilities:

1. Operational Management:
   • Collaborate with remote managers to ensure consistent operational practices across teams.
2. Resource & Staffing Management:
   • Work closely with remote managers to assess resourcing needs and ensure adequate staffing levels for the team, balancing employee availability with operational demands.
   • Oversee and approve employee requests related to Paid Time Off (PTO), sick leave, and work-from-home (WFH) requests.
3. Employee Support & Engagement:
   • Provide guidance on company policies and operational procedures to managers and staff, ensuring compliance with organizational standards.
4. Monitoring Productivity & Availability:
   • Work directly with remote managers to ensure alignment and that teams are hitting their performance targets consistently.
   • Collaborate with managers to address any performance gaps and implement improvement plans to ensure that team goals are achieved.
   • Conduct regular performance reviews and provide actionable feedback to employees to drive continuous improvement.
   • Track attendance and availability of employees, ensuring adequate coverage during key working hours and mitigating any gaps in resource allocation.
   • Analyze productivity metrics and collaborate with managers to address performance concerns, provide coaching, and implement solutions for improvement.
5. Goal Setting & Career Path Development:
   • Work closely with managers to develop individual development plans and career growth paths for employees.
   • Track the progress of career development initiatives, adjusting plans as necessary to ensure employee retention and satisfaction.
6. Collaboration & Communication:
   • Serve as a key liaison between remote managers and the Philippine office, facilitating effective communication and problem-solving.
   • Maintain regular updates and reporting for the RVP of Operations regarding office performance, staffing challenges, operational needs, and productivity trends.
7. Process Improvement:
   • Identify areas for process improvement within the Philippine office, proposing and implementing solutions to enhance operational efficiency.
   • Collaborate with the operations team to standardize processes across remote offices and improve overall workflow.
8. Conflict Management:
   • Act as a mediator to address internal conflicts between employees or between teams, providing clear and effective communication to resolve disputes.
   • Work closely with HR and leadership to handle sensitive situations, offering conflict resolution strategies and maintaining a positive work environment.
9. Point of Escalation for Employees:
   • Act as the primary point of escalation for employees working on the same shift in the Philippine office.
   • Provide guidance and support to employees who escalate concerns, ensuring that any operational or interpersonal challenges are dealt with professionally and in accordance with company policies.

11. Compliance & Legal Responsibilities:
    • Ensure strict compliance with local Philippine labor laws, regulations, and government requirements.
    • Oversee and ensure adherence to the Philippine employee handbook, ensuring all employees understand and follow the company's policies and procedures.
    • Manage and enforce disciplinary actions in alignment with company policies and legal guidelines, addressing violations of company policies in a fair and consistent manner.
    • Collaborate with HR to manage performance issues, misconduct, or any legal matters related to employment, ensuring compliance with local labor laws and company standards.
    • Provide training and guidance to managers and employees on Philippine labor law, company policies, and ethical business practices.

• 8+ years of experience in operations management or a related field.
• Strong understanding of business processes, performance metrics, and operational management.
• Experience in managing cross-functional teams and driving operational improvements.
• Excellent analytical, problem-solving, and decision-making skills.
• Exceptional leadership abilities with a focus on team development and motivation.
• Strong communication and interpersonal skills, with the ability to work effectively with all levels of staff and leadership.
• In-depth knowledge of the Philippine business landscape, including local regulations, labor laws, and industry best practices.
• Ability to thrive in a fast-paced, dynamic environment with a focus on continuous improvement and innovation.