Operations Director

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world's most forward-thinking brands, and explore what's possible when human expertise meets technology. Together, we'll enable the future — starting with yours.

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy-to-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

About the Role

We are seeking an experienced B2B Sales Operations Director to lead and manage large-scale sales operations within a BPO environment. This role is responsible for overseeing sales delivery teams, driving operational performance, ensuring client success, and managing business performance across B2B sales accounts.

The ideal candidate has strong leadership experience managing inside sales or telesales operations within a BPO or outsourcing environment, with deep understanding of operational KPIs, stakeholder management, workforce planning, and service delivery excellence.

This role is not an individual contributor to sales role. The focus will be on managing sales teams, operational delivery, client performance, and business growth through team leadership.

Key Responsibilities

Operations & Sales Delivery Management
• Lead and oversee daily B2B sales operations across multiple teams and projects
• Manage Sales Managers, Team Leaders, and large sales delivery teams within the BPO environment
• Ensure achievement of operational KPIs including revenue, conversion, productivity, quality, and SLA targets
• Drive operational excellence and continuous improvement initiatives
• Monitor performance dashboards and business metrics to identify risks and improvement opportunities
• Ensure compliance with client expectations, internal SOPs, and operational governance standards
• Handle escalation management and operational issue resolution

Client & Stakeholder Management
• Act as the primary operational contact for B2B clients and stakeholders
• Lead client business reviews, governance meetings, and performance discussions
• Build strong client relationships to support retention and account growth
• Partner with internal departments including Workforce Management, QA, Training, HR, Recruitment, and Finance teams
• Work closely with commercial and business development teams during account transitions and expansions

People Leadership
• Lead, coach, and develop high-performing operations and sales leadership teams
• Drive employee engagement, retention, and succession planning initiatives
• Conduct regular performance reviews, coaching sessions, and leadership calibrations
• Support hiring and organizational scaling plans based on business growth requirements
• Build a performance-driven and accountable team culture

Business Performance Management
• Manage operational forecasting, resource planning, and productivity optimization
• Analyze business trends, client expectations, and operational performance data
• Identify opportunities to improve revenue generation and operational efficiency through process optimization
• Support strategic planning and operational scaling initiatives across the business

Requirements
• Bachelor's Degree in Business, Management, Marketing, or related field
• Minimum 8 years of experience in BPO operations, inside sales operations, or commercial operations
• Minimum 5 years of leadership experience managing sales or telesales operational teams
• Strong experience managing B2B sales delivery environments within a BPO/shared services setting
• Proven experience handling KPIs, SLAs, productivity, and operational governance
• Strong stakeholder management and client-facing experience
• Experience managing large teams in a fast-paced environment
• Strong analytical, reporting, and operational problem-solving skills
• Excellent communication and leadership capabilities

Preferred Experience
• Experience supporting tech, SaaS, fintech, or outsourcing clients
• Regional or multilingual operations exposure
• Experience managing inside sales, telesales, lead generation, or account management operations teams
• Exposure to workforce planning and operational scaling initiatives

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, TDCX's smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.