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Philippines
Hybrid
The position will lead global delivery and QA teams, establish operational standards, drive continuous improvement initiatives, and ensure alignment between regional operations, client requirements, and company objectives. The role also serves as a key escalation and decision-making point for operational and quality-related concerns.
Key supporting values & behaviours for the role:
• Empowered Leadership
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Strategic & Analytical Thinking
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Operational & Quality Excellence
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Inclusive & Cross-Cultural Communication
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Accountability & Ownership
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Client-Centric Approach
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Continuous Improvement & Innovation
KPIs / deliverables:
• Global Delivery Performance & SLA Compliance
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Quality Assurance Accuracy & Standards Compliance
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Operational Efficiency & Workflow Optimization
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Client Satisfaction & Escalation Resolution
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Resource Planning & Capacity Management
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Team Performance & Capability Development
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Process Improvement & Standardization
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Reporting Accuracy & Operational Transparency
Responsibilities: • Lead and oversee global Delivery and QA operations across multiple regions and time zones.
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Ensure timely, high-quality delivery of localization projects while maintaining compliance with client specifications and internal standards.
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Manage and support regional Delivery Leads, QA Leads, Coordinators, and operational teams to ensure alignment and operational consistency.
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Develop, implement, and continuously improve delivery and quality assurance workflows, processes, and operational standards.
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Monitor KPIs, SLAs, quality metrics, productivity, and operational performance to identify risks and drive improvements.
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Serve as the primary escalation point for critical operational, quality, workflow, and client-related concerns.
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Collaborate with Client Services, Production, Engineering, Finance, and other internal departments to support business and operational objectives.
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Lead resource planning, workforce allocation, scheduling, and capacity management across global teams.
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Ensure operational and QA data accuracy within internal
systems, dashboards, and reporting tools.
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Drive continuous improvement initiatives, automation opportunities, and operational efficiencies to support scalability and performance.
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Support onboarding and implementation of new clients, workflows, tools, and technologies.
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Conduct performance management, coaching, mentoring, and leadership development for managers and team members.
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Foster a collaborative, inclusive, and high-performance culture within globally distributed teams.
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Ensure compliance with company policies, operational standards, security protocols, and client requirements.
Essential qualifications:
• At least 5–8 years of experience in media localization, subtitling, dubbing, or related operations, with a minimum of 3 years in a managerial or global leadership role.
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Proven experience managing global delivery operations and quality assurance teams.
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Strong understanding of localization workflows, QA processes, subtitling, dubbing, and media operations.
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Bachelor’s degree in business management, Operations Management, Linguistics, Media, or related field.
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Excellent leadership, stakeholder management, and team development skills.
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Strong analytical, organizational, and problem-solving abilities.
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Excellent English communication skills, both written and verbal.
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Experience working with international and cross-functional teams.
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Ability to manage multiple priorities in a fast-paced global environment.
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Experience using workflow management systems, reporting tools, and operational dashboards.
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Ability to make strategic decisions and effectively manage operational escalations.