About NorthOak

NorthOak is a boutique technology and digital operations consulting firm based in Toronto, Canada whose mission is to empower organizations and teams to scale, automate, and streamline their operations. Our team works closely with diverse companies and provides innovative solutions such as workflow management systems, customized outsourcing, and digital transformation initiatives. Founded in 2024, NorthOak aims to become a leader in operations consulting, partnering with businesses across various industries to optimize their processes and drive sustainable growth.

Your Role

We’re seeking a Director of Operations based in the Philippines to lead and scale our growing operations hub. This leadership role is ideal for an experienced operations leader who thrives in fast-paced environments and excels at managing large teams, driving process excellence, and ensuring consistent client success across multiple accounts. 

The Director of Operations will be responsible for overseeing our Philippines-based delivery teams, driving both strategic initiatives and day-to-day operations. This person will play a key role in strengthening NorthOak’s operational foundation—refining processes, improving team efficiency, and fostering a culture of high performance and accountability. The ideal candidate is decisive, analytical, and accountable, with the strategic foresight to plan long-term while remaining hands-on in execution and team performance. 

This person will serve as a key bridge between NorthOak’s leadership team and our client delivery teams, ensuring that performance standards, service quality, and client satisfaction remain consistently high.

This is a full-time remote position with the potential for growth for high performers. Candidates must be available during Eastern Time business hours (9am–5pm, Monday to Friday).

Key Responsibilities

• Oversee daily operations across multiple client teams based in the Philippines, ensuring quality, efficiency, and alignment with client goals.
• Lead, coach, and mentor managers and supervisors to build a high-performing, accountable team while ensuring operational excellence.
• Serve as the primary escalation point for complex client or operational issues, driving swift and effective resolutions.
• Collaborate with the NorthOak Leadership team to design and implement scalable systems, performance metrics, and process improvements.
• Maintain strong client satisfaction through proactive communication, performance reviews, and data-driven insights.
• Monitor and analyze KPIs to track service delivery, quality, and resource utilization, ensuring accountability across teams.
• Identify opportunities to streamline workflows, optimize staffing, and improve overall operational performance.
• Drive strategic planning and operational growth initiatives.

More About You

• 7–10 years of progressive experience in operations management, preferably within shared services or BPO environments.
• 3+ years of experience managing and developing other managers/team leads into people leaders
• Bachelor’s degree in Business, Management, or a related field required; MBA or equivalent experience is a plus.
• Must own a computer and have strong proficiency with technology.
• Highly proficient in tools such as Google Workspace, Excel/Sheets, ClickUp, Slack, Zapier/Make, and Zendesk. 
• Proven success leading large, multi-functional teams and managing client-facing operations.
• Exceptional communication and leadership skills; able to motivate, influence, and build strong relationships across all levels.
• Fluent in written and spoken English, with the ability to communicate articulately and confidently with international stakeholders.
• Strong analytical and problem-solving skills, with a proactive, solutions-oriented mindset.
• Comfortable working in an environment with evolving structures, priorities, and client demands.
• Demonstrated ability to implement and monitor performance metrics, SOPs, and continuous improvement initiatives.
• Able to travel several times per year across the Philippines to meet with various team members and foster strong relationships with the entire Philippines team.
• Ambition to make a large impact, build the company from the bottom up, and create an amazing place to work for hundreds of people in the next few years.

How to Apply

Ready to take on this dynamic leadership role? Send us your resume and any additional documents or materials you’d like us to review now!