Senior Manager, Operations Transformation

Full onsite • BGC, Taguig • Full-time, Permanent

The Senior Manager, Operations Transformation role is an accelerated and mission-critical assignment designed to build the foundational operational mastery required to assume the position of Head of Operations. This role is strictly focused on creating, validating, and standardizing the entire operational workflow for a critical team, ensuring all processes are predictable, repeatable, and ready for future scale and outcome-based accountability.

Core Responsibilities

1. Operational Mastery: Achieve deep expertise in the end-to-end workflow of the Dental CAD operation and the entire EviSmart business operating model, becoming the internal process authority.
2. Process Standardization: Establish, document, and implement standardized operating guidelines (a "playbook") for the assigned team, covering all stages from customer inception and case intake through final Quality Control (QC) and case completion.
3. Quality Assurance: Define clear quality standards and checkpoints within the workflow to minimize rework and errors, ensuring compliance with internal quality benchmarks.
4. Customer Trust: Serve as the primary point of operational contact for assigned customers, consistently delivering quality output to build trust, validate the new operational model, and safeguard customer retention.
5. Team Leadership: Lead and manage the assigned operations team, driving day-to-day execution, training staff on new guidelines, and instilling an outcome-focused culture.
6. Readiness Assessment: Actively track and report on operational KPIs, using data to identify remaining bottlenecks and gaps that must be addressed to prove readiness for the Head of Operations promotion.

Qualifications

• Extreme Ownership: Can take full responsibility for an end-to-end operation, resolve issues independently, and deliver consistent outcomes without needing close supervision.
• First Principles Thinking: Able to break down complex workflows, challenge assumptions, and redesign processes from the ground up for scalability and clarity.
• Operational Excellence: Strong ability to build standardized processes, define quality checkpoints, and ensure workflows are predictable, repeatable, and efficient.
• Customer Obsession: Capable of building trust with customers through reliable delivery, clear communication, and consistent operational performance.
• High-Velocity Execution: Works with urgency, quickly identifies bottlenecks, and drives rapid implementation of solutions while maintaining accuracy.
• Data-Driven Leadership: Comfortable using KPIs—especially Right-First-Time (RFT)—to diagnose issues, validate improvements, and communicate operational readiness.
• Team Leadership: Able to train, guide, and hold teams accountable to new standards while fostering a culture of performance and continuous improvement.
• Continuous Improvement Mindset: Naturally looks for inefficiencies, applies feedback quickly, and iterates processes to maintain quality as the operation scales.

Right-First-Time (RFT) Percentage – the percentage of cases completed by the assigned team that pass final QC and Customer Acceptance without requiring rework or not resulting to customer complaints. The goal is to consistently achieve 95% or higher RFT.

This role operates on a clear, performance-driven pathway. Progress will be formally reviewed every 90 days to evaluate operational mastery, assess the stability and success of implemented process standardization, and determine readiness for promotion to Head of Operations.