This is a remote position.
OPERATIONS DIRECTOR ROLE
Employee Retention Benefits, Inc. (ERB)
1. POSITION INFORMATION
Position Title: Operations Director
Department: Operations / Client Experience
Reports To: Integrator
Location: Remote / Offshore (Philippines or equivalent)
The Operations Director is responsible for building, leading, and stabilizing ERB’s operational engine, with a primary focus on Client Service execution, internal workflows, and operational scalability.
This role ensures that all internal processes are structured, efficient, and consistently executed to support company growth.
The Operations Director owns how work gets done, ensuring that service delivery is predictable, scalable, and free from operational friction.
This is a builder and stabilizer role, not a maintenance role.
3. ROLE DEFINITION
Operations Director
Role Purpose
The Operations Director owns Client Service (CST) execution, QA & Audit oversight (Public Sector), and internal workflow design. This role ensures that all operational processes are standardized, documented, and scalable.
The role is responsible for aligning execution across departments and ensuring that internal delivery meets company standards for accuracy, timeliness, and efficiency.
4. CORE AREAS OF OWNERSHIP
5. KEY RESPONSIBILITIES
A. Operational Strategy & Execution
B. QA & Audit Oversight (Public Sector Only)
Note: QA & Audit for Private Sector accounts remains under Account Director.
C. Client Service (CST) Execution Oversight
Current Structure: CST and Operations function as a single execution team until further organizational scaling requires separation.
D. Team Build-Out & Leadership
E. Systems, SOPs & Scalability
F. Cross-Functional Alignment