Head of Delivery & Operations
Makati City, Metro Manila · Hybrid · Full-Time, Senior Leadership
Truelogic is one of the Philippines’ leading digital marketing agencies, serving enterprise and mid-market clients across GEO, SEO, content, paid media, and integrated marketing campaigns.
We are in the middle of a deliberate transformation — moving from traditional service delivery toward AI-powered marketing intelligence and integrated campaign execution.
Our client roster includes some of the country’s most recognized brands, and our team of 50 professionals is building the next generation of digital marketing services for the Philippine market.
We are creating a new senior leadership role to take full ownership of how we deliver work to clients. As Head of Delivery & Operations, you will be the single point of accountability for everything that happens between a client signing and a client renewing — spanning account management, operations, delivery quality, and team development.
This role reports directly to the CEO and leads a team that includes our Account Management, Strategy, Operations, and Performance functions. You will build the operational infrastructure for a company in transition: designing processes, improving margins, raising delivery standards, and developing people.
If you’ve taken a growing services business from scrappy to structured and enjoyed the challenge, this is your kind of role.
Own End-to-End Client Delivery
Lead the full client lifecycle from post-sale handover through campaign execution to renewal and expansion
Design and implement structured handover processes that ensure client objectives are captured from day one and tracked through every stage of delivery
Serve as the senior escalation point for delivery issues, driving resolution across functions
Build and Run Operations
Manage resource allocation and capacity planning across all client accounts, balancing team utilization with output quality
Own project management systems and reporting, ensuring they reflect the actual state of work while keeping clients in the loop
Build capacity models that let the company scale headcount and workload ahead of growth, not behind it
Drive Continuous Improvement
Design delivery SOPs, training guidelines, and escalation protocols appropriate to a mid-sized agency that is professionalizing its operations
Embed AI-powered automation tools into daily workflows — we are actively building automation for high-volume production tasks, and your role is to ensure adoption across teams
Run regular delivery retrospectives and translate findings into measurable improvements in cycle time, error rates, and client satisfaction
Develop Your Team
Lead and develop a team that includes senior managers across account management, strategy, operations, and performance reporting
Build competency frameworks and career paths for delivery professionals, closing skill gaps created by the shift from siloed services to integrated campaigns
Assess team capabilities and take action — whether that means coaching, restructuring, or hiring
Raise Client Outcome Standards
Shift delivery reporting from activity metrics to client business outcomes — this is a company-wide strategic priority and you are accountable for making it operational
Set and enforce delivery SLAs, brief adherence standards, and output quality benchmarks across all accounts
Work closely with account management to ensure delivery quality directly supports client retention and growth
Client retention – Maintain and improve retention rates quarter over quarter
Gross margin on delivery – Achieve target margins within first two quarters
Delivery SLA adherence – 90%+ on-time, on-spec delivery across all accounts
Team utilization – Billable utilization across delivery teams
Client satisfaction – Establish NPS/CSAT baseline within 90 days; improve quarterly
Outcome-based reporting – All active clients tracked against business outcomes within 6 months
Required
8+ years in operations, delivery, or client services leadership within a digital agency, advertising/marketing services firm, or digital marketing inclined BPO environment
Experience managing cross-functional teams of 40 or more, including account management, strategy, production, and quality functions
A track record of professionalizing operations in a scaling services business — you have built structure where there was none and made it stick
Experience designing cross-functional processes (client handovers, SOPs, quality gates) and driving their adoption
Strong commercial awareness: you understand gross margins, utilization economics, and how operational decisions affect profitability
Comfort leading through ambiguity and organizational change
Preferred
Background in digital marketing, SEO, content production, or performance media — understanding of how these services are produced and delivered
Experience with project management platforms (Teamwork, Asana, or similar) at scale
Familiarity with AI-powered tools and automation; willingness to champion their adoption in production workflows
Experience working with conglomerate and leading brands as end clients
You will shape the operational foundation of a company during a pivotal transformation — not maintain someone else’s systems
Direct reporting line to the CEO with real authority to make structural changes
A leadership team that values directness, accountability, and execution over politics
The opportunity to work at the intersection of traditional marketing services and emerging AI-powered marketing intelligence
Competitive compensation commensurate with senior leadership scope