Director, Operations (Yogyakarta)

Maximize Your Impact with TP

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

Based in Yogyakarta, this role is designed for a dynamic operations executive who can build and lead a world-class team while managing a large-scale footprint of approximately 2,500 FTEs.

The function spans 4 sites across 2 cities. It supports a premium roster of global brands, including Temu, Shein, Pop Mart, and Anker, as well as other major players in the retail, e-commerce, technology, consumer electronics, and sales-focused sectors. The primary focus of this role is to successfully expand the business, manage rapid scaling, and sustain continuous growth without compromising delivery metrics.

The Responsibilities & Duties

• Drive the continuous scaling of operations across multiple sites, ensuring infrastructure, processes, and leadership capacity keep pace with business growth.
• Build and mature the operational leadership layer. Direct management begins with 2 Senior Managers, with the expectation of scaling and mentoring a team of 10–15 Managers over time.
• Oversee delivery across a distributed network of 4 sites across 2 cities, ensuring standardized governance and operational consistency.
• Absolute ownership of operational performance across all standard metrics, including KPIs, SLAs, productivity, quality, and delivery outcomes.
• Manage complex ratio planning, optimized manpower utilization, and rigorous shrinkage control. Implement proactive corrective actions to protect margins and service levels.
• Drive account financial health, with full governance over revenue, gross margin, cost control, and budget adherence to maximize profitability during periods of expansion.
• Safeguard and elevate Customer Satisfaction (CSAT) by proactively managing client expectations, handling high-level escalations, and instilling continuous service improvements.
• Lead and improve critical workforce metrics, including attrition reduction, absenteeism management, high engagement, robust performance cultures, and proactive succession planning.
  
  

The Qualifications

• Minimum of 5 years of progressive operations leadership experience within a large-scale BPO, contact center, customer experience, or shared services environment.
• Prior experience or familiarity with Content Moderation or Trust & Safety workflows is highly advantageous.
• Proven success managing large-scale operations (~2,500 FTE structures) and navigating the complexities of multi-site, multi-city management.
• Deep understanding of workforce management principles, capacity planning, ratio planning, and shrinkage mitigation.
• Chinese language capability (Mandarin) is strongly preferred. Candidates with Mandarin proficiency will be prioritized to facilitate seamless communication with key client stakeholders.
  
  

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.