Director, Operations (Indonesia)

Welcome to TP, a global hub of innovation and empowerment, where we redefine the future. With a remarkable €10 billion annual revenue and a global team of 500,000 employees serving 170 countries in over 300 languages, we lead in intelligent, digital-first solutions. As a Great Place to Work certified in 72 countries, our culture thrives on diversity, equity, and inclusion. We value your unique perspective and believe that your talent is the missing piece that completes our vision for a brighter, digitally-driven tomorrow. The Opportunity In this role, you will provide dedicated leadership to an environment that requires enhanced day-to-day governance, with an immediate, critical focus on rebuilding client confidence, addressing current performance gaps, and driving a strategic turnaround for the Yogyakarta site. The successful candidate will manage a large-scale footprint of approximately 2,500 FTEs across four sites in two cities, supporting major global brands, including Temu, Shein, Pop Mart, Anker, and other leading retail, e-commerce, technology, and consumer electronics businesses. The Responsibilities & Duties Own end-to-end operational delivery across all key performance metrics, including SLAs, KPIs, productivity, quality, and delivery outcomes. Actively diagnose, address, and remediate performance gaps at the Yogyakarta challenge site, implementing disciplined action plans to restore operational stability. Drive rigorous manpower utilization, ratio planning, and capacity management. Implement strict shrinkage control and swift corrective actions to minimize leakage. Rebuild and sustain client confidence through increased operational transparency, consistent progress reporting, and evidence of disciplined execution. Drive Customer Satisfaction (CSAT) by proactively managing client expectations, serving as the senior escalation point, and continuously improving service quality. Own revenue, margin, cost control, budget adherence, and strict P&L governance to maximize account profitability. Strategically scale the operation from its current framework to support continuous business growth and volume expansion. Build, inspire, and lead a robust management team. Direct leadership initially includes 2 Senior Managers, with expectations to scale the leadership layer to 10–15 Managers over time. Drive key human capital metrics, including the reduction of attrition and absenteeism, while fostering employee engagement, robust performance management, and succession planning. The Qualifications Minimum of 5 years of progressive operations leadership experience within a large-scale BPO, contact center, or shared services environment. Prior experience in Content Moderation or Trust & Safety operations is highly preferred. Proven track record of managing large spans of control (1,000+ FTEs preferred) and navigating matrixed stakeholder environments. Demonstrated success in managing shrinkage, capacity planning, metric remediation, and client-facing escalation management. Chinese language capability (Mandarin) is strongly preferred; candidates with Mandarin proficiency will be prioritized to facilitate client communication. Pre-Employment Screenings By TP policy, employment in this position will be contingent on your successful completion of and passage of a comprehensive background check, including global sanctions and watchlist screening. Important | Policy on Unsolicited Third-Party Candidate Submissions TP does not accept candidate submissions from unsolicited third parties, including recruiters or headhunters. Applications will not be considered, and no contractual association will be established through such submissions. Culture & Belonging At TP, we are committed to fostering a diverse, equitable, and inclusive workplace. We welcome individuals from all backgrounds and lifestyles and do not discriminate on the basis of gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences. #J-18808-Ljbffr TP