Head of Operations

We are looking for a senior operations leader to run a large-scale, multi-shift CAD design center in Manila. This role owns the end-to-end performance of a 200+ person operation that runs across two shifts and processes high volumes of work daily for international customers.

This is a production operations leadership role, not a CAD design or technical specialist position. Your mandate is to ensure flow, predictability, and operational discipline across the entire design center.

We a high-volume production environment. Work arrives in batches, flows across two shifts, and must meet strict turnaround times. As we scale, informal management is no longer enough.

This role exists to:

• Turn a complex, multi-shift operation into a calm, predictable system

• Eliminate handoff failures between shifts

• Make work-in-progress fully visible and measurable

• Ensure on-time delivery, quality, and throughput at scale

Your internal customer is flow. When flow breaks, you own fixing it.

You are the single owner of design center performance across both shifts.

• Run a 200+ person operation across two shifts

• Own throughput, cycle time, and turnaround time

• Balance batch intake against real shift capacity

• Enforce WIP limits and prevent bottlenecks

• Ensure no work sits idle across shift handoffs

• Audit and fix existing tracking and dashboards

• Define and track true work-in-progress from assignment to delivery

• Distinguish active vs parked work

• Build shift-level views that reflect reality, not just snapshots
  

• Design and enforce clear handoff protocols between shifts

• Track and reduce inter-shift idle time

• Prevent QC and rescan queues from cascading into delays

• Create repeatable, predictable operating days
  

• Lead team leads and shift supervisors

• Coach leaders to think in terms of flow and systems, not busyness

• Hold teams accountable to metrics, not effort

• Build bench strength for consistent shift coverage

• Not a CAD designer role

• Not a CAD tool expert role (CAD software experience is not required)

• Not a single-shift operations role

• Not a dashboard-reporting role — you are expected to fix the system, not just read it

Strong candidates typically come from:

• BPO or shared services operations with multi-shift or 24/7 environments

• Manufacturing or production operations with second or third shifts

• Healthcare operations such as hospital or lab services

• Logistics or fulfillment centers with wave or batch intake

Required

• Experience managing large teams (100+ people) through managers

• Direct accountability for multi-shift operations

• Proven experience fixing or rebuilding tracking and measurement systems

• Comfort operating in batch or surge-driven environments

• Experience owning delivery metrics with real SLA consequences

Not Required

• Dental industry experience

• CAD software expertise

• Technical or engineering background

• Clear visibility into true work-in-progress

• Reliable, clean handoffs between shifts

• Improving turnaround times and fewer escalations

• A stable operation that does not rely on heroics

• Leadership and executives no longer pulled into daily operational issues

If you recognize yourself in this description, you’ll likely do well here. If not, this role will feel restrictive.