Role Summary
The Director, IOA will serve as the senior delivery leader for Cognizant's Retail & Consumer Goods, Travel & Hospitality, Manufacturing and Logistics accounts in the Philippines, with full accountability for delivery excellence, account profitability, and client satisfaction. The role requires a seasoned operations leader who can govern large-scale, multi-project engagements, partner closely with client and Markets stakeholders, and drive account growth while maintaining operational rigor across a global delivery model.
Detailed Job Description
• Serve as the single point of delivery contact for Retail, Manufacturing and Logistics accounts in the Philippines, representing Cognizant's delivery organization to client leadership.
• Own the P&L for all Philippines-based accounts, driving revenue, margin, and profitability targets.
• Anchor and lead Steering Committee meetings, presenting delivery status, risks, and performance across all projects.
• Maintain regular engagement with client points of contact and the Cognizant Markets team to keep stakeholders aligned on delivery priorities and outcomes.
• Coordinate collaboration across all location POCs to create synergies, share best practices, and ensure seamless delivery.
• Oversee project team activities to ensure quality and timely program execution, and review solutions and estimates for new opportunities.
• Report on SLAs, performance metrics, and other critical hygiene factors that affect account health.
• Keep engagement objectives aligned with the client's evolving business direction.
• Support the Client Relationship Manager and Client Partner in business development activities to grow mindshare and market share within the account.
• Manage and resolve internal escalations across project teams quickly and constructively.
• Lead BPO delivery for Retail and Consumer Goods clients across omnichannel customer care (voice, chat, email, social and messaging), order management, returns and refunds, and customer retention services.
• Own end-to-end experience outcomes for retail and consumer goods clients, driving CSAT, NPS, first contact resolution, average handle time, quality, and brand-voice adherence, and feeding voice-of-customer insights back to client business teams.
• Plan and manage seasonal and promotional demand peaks (holiday periods, mega-sale events, product launches) through demand forecasting, workforce planning, flexible staffing models, and rapid ramp-up and ramp-down.
• Oversee retail and consumer goods back-office services such as order-to-cash support, product catalogue and content management, returns and claims processing, supplier and distributor query management, and trade promotion and merchandising support.
• Drive automation and AI-led transformation (chatbots, virtual agents, agent assist, RPA, analytics) to improve deflection, reduce cost-to-serve, and enable outcome-based and transaction-based commercial models.
• Ensure compliance with data privacy (including the Philippines Data Privacy Act), PCI-DSS for payment handling, consumer protection requirements, and product safety and recall protocols.
• Safeguard service continuity through robust business continuity planning across sites and work-from-home or hybrid models, including readiness for typhoons and other local disruptions.
Technical Skills and Qualities Required
• Bachelor's degree.
• 20+ years of experience managing large-scale delivery engagements predominantly in Operations.
• Hands on Experience in managing Retail & Consumer Goods, Manufacturing and Logistics business domains.
• In-depth understanding of the Philippines operating environment, with a minimum of 8 years of in-country experience.
• Ability to work independently to manage an entire program, its stakeholders, and its projects, multitasking effectively in a fast-paced organization.
• Strong understanding of financial management, revenue forecasting, and profitability management.
• Excellent client management, relationship building, and escalation management skills.
• Proven ability to collaborate and resolve conflicts within a diverse matrix organization, both internally and with clients, and to expand the portfolio through incremental business development, supported by extensive experience with the global delivery model.
• Demonstrated track record of achieving profitability targets through levers such as pyramid optimization and automation.
• Proven BPO or customer experience operations track record with Retail, E-commerce and Consumer Goods clients, including managing seasonal peaks and omnichannel service delivery at scale.
• Experience delivering BPO or customer experience services for Travel and Hospitality clients such as airlines, online travel agencies, hotels and resorts, cruise lines, car rental, and travel management companies.
• Working knowledge of travel and hospitality systems and metrics, such as GDS and property management or reservation platforms, along with RevPAR-linked service goals, booking conversion, upsell and cross-sell performance, and guest satisfaction scores
• Working knowledge of retail and consumer goods processes and metrics, including order management, returns and reverse logistics, loyalty programs, and cost-to-serve, along with relevant CRM, contact center, and workforce management platforms.
• Experience structuring and managing outcome-based and transaction-based commercial models, and leading transformation programs that deliver measurable CX and cost improvements for retail and consumer goods clients.
• Understanding of fraud, chargeback, and payment-related risks in retail and e-commerce operations, and of data privacy and PCI-DSS compliance requirements.
• Understanding of compliance and risk considerations specific to the sector, including payment and PCI-DSS requirements, data privacy for traveler and guest information, and fraud and chargeback management.
Technical Skills and Qualities that
• Bachelor of Arts; Diploma in Industrial Safety, Fire Engineering and Environmental Science.
• 20+ years of experience managing large-scale contact center operations, covering strategic business planning, operations management, process improvement, SLA management, project management, and statutory compliance.
• 5+ years of experience managing Retail, Consumer Goods, Travel & Hospitality clients at leadership levels.
• Six Sigma Black Belt certification, awarded by Anexas Consultancy Services (a group company of Anexas Europe).
Things to know before you apply
- Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
- Accommodations: If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
- AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
- Open position: Unless otherwise stated, this job posting is for an open position on our team.
- Language proficiency: We ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
- Inclusion: Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
