The posting
The Operations Head is a key leader responsible for overseeing day-to-day operations across Rellatrix, Inc. and multiple sites in partnership with outsourced BPO teams, ensuring seamless execution and alignment with strategic business objectives. This role drives operational efficiency, workforce performance, and adherence to standard operating procedures (SOPs), governance frameworks, and service delivery metrics.
As Rellatrix scales its robotics-driven operations and teleoperation programs, the Operations Head will build and expand operational teams, implement optimized processes and workflows, and work closely with L&D, People & Culture, and other core functions to ensure workforce readiness, capability development, and operational consistency. The role also collaborates with US counterparts to align operational standards, initiatives, and best practices across all sites.
The Operations Head leads productivity, quality, and consistency across teleoperator teams, manages escalations, facilitates issue resolution, and ensures clear communication across site functions. Additionally, this role oversees performance management, identifies high-potential talent, and implements initiatives to enhance operational skills, supporting long-term workforce scalability and readiness.
Reporting directly to the General Manager, the role requires on-site presence at our headquarters in Alabang, as well as at BPO partner locations across Luzon and, eventually, other sites throughout the Philippines to maintain alignment of operational priorities with organizational objectives.
- Health Insurance/HMO
- Enjoy unlimited MadMax Coffee
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
Operational Strategy & Process Management
- Lead and oversee all teleoperation activities, including robotic operations, data annotation, and workflow execution, ensuring operational OKRs are consistently met and aligned with strategic and scalability goals;
- Develop, implement, and maintain operational frameworks, SOPs, workflows, contingencies, and process improvements that drive efficiency, scalability, and high performance across teams while ensuring adherence to quality standards, regulatory requirements, and security protocols;
- Proactively identify operational gaps, bottlenecks, and inefficiencies, implementing process improvements to optimize productivity, service quality, and operational effectiveness;
- Maintain operational continuity by ensuring adequate staffing, skill coverage, and team capability while mitigating risks to prevent disruptions;
- Oversee teleoperation equipment, tools, and site infrastructure—including internet connectivity, power systems, and workstations—ensuring preventive maintenance and timely repair or replacement to sustain uninterrupted operations;
- Collaborate with leadership, cross-functional stakeholders, and US counterparts to align operational execution with company objectives, OKRs, and service standards, ensuring seamless coordination and accountability across teams and functions;
- Leverage operational performance data, research, and insights to inform decisions, drive continuous improvement, and assess the rationale, value, and impact of operational initiatives;
- Manage operational budgets, resource allocation, and investments across all sites and BPO partnerships, ensuring cost-effective operations while optimizing staffing, tools, and infrastructure to support business growth and scalability.
Team Leadership & Workforce Development
- Lead, coach, and mentor Teleoperators and Team/Site Leads to ensure operational readiness, skill growth, and alignment with business objectives
- Set clear performance expectations, OKRs, and quality standards; conduct regular performance reviews and provide actionable feedback to drive accountability and improvement;
- Oversee team capacity, workload distribution, and escalations to ensure seamless cross-site collaboration and uninterrupted service delivery;
- Work closely with all teleoperation teams across every site to ensure smooth operations and strong collaboration between functions;
- Identify high-performing operators and replicate best practices to develop “elite” talent across teams, ensuring consistent operational excellence;
- Deliver performance insights to executive leadership, identifying systemic inefficiencies and executing targeted corrective action plans;
- Align L&D initiatives with operational needs to create clear skill progression pathways and support long-term employee growth;
- Partner with People & Culture to champion a high-performance environment rooted in ownership, collaboration, and organizational values.
BPO Partner Collaboration & Site Operations
- Serve as the primary point of contact with BPO partner representatives to ensure all facilities, IT infrastructure, and operational resources meet contractual standards for uninterrupted service delivery;
- Coordinate with BPO representatives and Site Leads to identify and neutralize operational risks, ensuring infrastructure concerns are escalated to HQ and mitigated before impacting performance
- Maintain regular communication with BPO partners regarding facilities, building, or infrastructure concerns that may pose operational risks, ensuring timely escalation to Rellatrix Headquarters and implementation of mitigation measures;
- Partner with cross-functional teams, including Operations, People & Culture, and IT, to align site resources, infrastructure, and support with operational requirements and strategic objectives.
- Ensure full compliance with local labor laws, safety standards, regulatory requirements, and service agreements/SLAs at each site, including adherence to operational standards, security protocols, and workplace safety measures established with BPO partners.
Performance Monitoring & Reporting
- Track operational metrics, including productivity, accuracy, adherence to processes, incident resolution, and training progress (completion, certification, and skill progression);
- Oversee operational issues submitted via Slack or other communication platforms, ensuring timely resolution, escalation, and coordination across teams;
- Conduct systematic assessments and execute targeted coaching or training interventions to bridge skill gaps and accelerate team capability;
- Maintain executive-level dashboards that provide transparent visibility into operational efficiency, workforce development, and organizational growth;
- Use operational data, training outcomes, and coaching effectiveness to optimize workflows, learning programs, and team capability, in close collaboration with L&D and People & Culture;
- Explore and implement tools, technology, and methodologies to enhance operational performance, standardize best practices, and improve efficiency.
Operational Standards & Knowledge Frameworks
- Ensure workflows, SOPs, and operational procedures are clearly documented, standardized, and version-controlled
- Collaborate with Operations Analysts and the L&D team to update and refine SOPs, procedures, and training materials based on operational feedback and evolving business needs;
- Work with subject matter experts, including US counterparts, to incorporate technical updates and global best practices into operational guidelines;
- Monitor the effectiveness of documented processes in practice, implement improvements as needed, and maintain audit-ready documentation of all operational workflows.
Cross-Functional Collaboration
- Partner with L&D to ensure operational knowledge is converted into effective training content and programs;
- Collaborate with People & Culture to address workforce planning, development initiatives, and performance management, ensuring alignment with organizational culture, core values, and employee engagement.
- Work closely with US counterparts and other departments to ensure alignment of operational standards, priorities, and workflows across all teams and locations;
- Support Teleoperators and Team/Site Leads in transitioning from operational execution to leadership responsibilities, coaching them to take ownership of process, team, and performance outcomes.
- 8–10+ years of experience in operations management, process execution, or operational leadership in high-growth, tech-driven environments, BPOs, or similar robotics/teleoperation environments;
- Proven success in building and growing operational teams from the ground up to meet changing business needs;
- Proven ability to lead multiple teams and ensure everyone's work aligns with the company’s top priorities;
- Strong expertise in identifying high performers, developing talent pipelines, and advancing team members into leadership roles;
- Hands-on experience using operational data and dashboards to track performance, identify trends, and improve efficiency;
- Demonstrated ability to lead and operationalize new projects or pilot initiatives—both client-driven and internal—ensuring successful execution, scalability, and alignment with business objectives;
- Skilled at stakeholder management and aligning multiple sites or functions with the company's main goals;
- Strong analytical and problem-solving skills, with the ability to interpret operational metrics, identify trends, and implement actionable improvements;
- Proficient in operational tools, dashboards, process documentation systems, and learning/training platforms;
- Ability to thrive in fast-paced environments, balancing daily team needs with long-term process improvements;
- Commitment to operational excellence, continuous improvement, and creating scalable frameworks that support long-term business growth.
Additional relevant knowledge or experience related to the above requirements will be considered an advantage.
