Services and Support - Operational Site Lead

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Director / Head of Customer Support Operations (Site Lead) – Cebu

Position Summary

The Director of Customer Support Operations serves as the strategic and operational leader for the Cebu Customer Support organization, overseeing a rapidly growing operation expected to scale from 500 to 800 employees supporting more than 20 customer service desks. This role is responsible for driving operational excellence, workforce optimization, service performance, organizational development, and employee engagement while serving as the Cebu Site Lead.

The successful candidate will partner closely with global customer support leaders, particularly across international locations, to ensure consistent service delivery, operational effectiveness, and alignment with business objectives. As a key member of the country leadership team, this individual will champion company culture, business continuity, communication strategies, and site-wide employee initiatives.

Key Responsibilities

Operational Leadership & Service Delivery

• Lead the overall operational performance of Cebu-based Customer Support teams, supporting 20+ customer service desks across multiple business lines.
• Establish and execute operational strategies that improve service quality, customer satisfaction, efficiency, and scalability.
• Drive performance against key service metrics, including: Incident and case volumes Backlog management Average Speed of Answer (ASA) Abandonment Rate Service Level Agreement (SLA) attainment Productivity and utilization metrics
• Ensure consistent operational governance through regular performance reviews, root cause analyses, and action planning.

Workforce Planning & Organizational Development

• Lead workforce planning activities to support business growth, ensuring appropriate staffing models, capacity planning, and resource allocation.
• Monitor operational headcount productivity and manage desk balancing, hiring forecasts, succession planning, and backfill requirements.
• Partner closely with Talent Acquisition and HR teams to attract, recruit, and onboard top talent.
• Build and develop a high-performing leadership team capable of supporting a rapidly expanding organization.

Process Improvement & Innovation

• Identify and implement operational improvements, automation opportunities, and process innovations that enhance service delivery and operational efficiency.
• Establish a culture of continuous improvement through data-driven decision-making and best practice sharing.
• Develop scalable operational frameworks that support future growth and evolving business requirements.

Global Stakeholder Partnership

• Collaborate closely with Customer Support leaders and operational counterparts across global locations, particularly with teams in Belgrade, Serbia, to ensure alignment and consistency in service delivery.
• Share operational insights, best practices, and improvement initiatives across regions.
• Act as a key escalation point for operational challenges and cross-functional initiatives.

Site Leadership & Employee Engagement

As the Customer Support Operations Site Lead, the role will:

• Serve as a key member of the Country Leadership Council, working collaboratively with leaders across all business functions.
• Drive strategic communications, ensuring employees remain informed, engaged, and aligned with organizational priorities.
• Lead site-wide engagement programs that promote employee experience, inclusion, retention, and organizational culture.
• Champion Cebu site initiatives that strengthen employee morale, leadership visibility, and workplace excellence.

Business Continuity & Risk Management

• Own site-level Business Continuity Planning (BCP) and operational readiness initiatives.
• Ensure appropriate contingency plans, risk mitigation strategies, and operational resilience programs are maintained and regularly tested.
• Lead response efforts during critical business interruptions and ensure continuity of support operations.

Qualifications

• Bachelor's degree in Business Administration, Management, Operations, or a related field; Master's degree preferred.
• 10+ years of progressive leadership experience in Customer Support, Contact Center, Shared Services, Operations, or BPO environments.
• Proven experience leading large-scale operations of 500+ employees across multiple functions or service lines.
• Strong track record in workforce management, service delivery, operational excellence, and organizational transformation.
• Experience managing global stakeholders and collaborating with geographically dispersed teams.
• Strong analytical capabilities with expertise in operational metrics, capacity planning, and performance management.
• Demonstrated success in leading cultural initiatives, employee engagement programs, and large-scale organizational growth.
• Excellent executive communication, stakeholder management, and leadership skills.

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.  NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.  We believe in understanding and respecting differences among all people.  Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”