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.

Why This Role Exists

Our design center operates as 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

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• Turn a complex, multi-shift operation into a calm, predictable system
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• Eliminate handoff failures between shifts
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• Make work-in-progress fully visible and measurable
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• Ensure on-time delivery, quality, and throughput at scale
• Your internal customer is flow . When flow breaks, you own fixing it.

What You’ll Be Responsible For

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

Operations Ownership

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• Run a 200+ person operation across two shifts
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• Own throughput, cycle time, and turnaround time
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• Balance batch intake against real shift capacity
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• Enforce WIP limits and prevent bottlenecks
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• Ensure no work sits idle across shift handoffs
• Measurement & Visibility
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• Audit and fix existing tracking and dashboards
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• Define and track true work-in-progress from assignment to delivery
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• Distinguish active vs parked work
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• Build shift-level views that reflect reality, not just snapshots
• Shift Handoff & Discipline
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• Design and enforce clear handoff protocols between shifts
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• Track and reduce inter-shift idle time
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• Prevent QC and rescan queues from cascading into delays
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• Create repeatable, predictable operating days

Leadership

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• Lead team leads and shift supervisors
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• Coach leaders to think in terms of flow and systems, not busyness
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• Hold teams accountable to metrics, not effort
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• Build bench strength for consistent shift coverage

What This Role Is Not

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• Not a CAD designer role
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• Not a CAD tool expert role (CAD software experience is not required)
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• Not a single-shift operations role
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• Not a dashboard-reporting role — you are expected to fix the system, not just read it

Backgrounds That Fit Well

Strong candidates typically come from

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• BPO or shared services operations with multi-shift or 24/7 environments
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• Manufacturing or production operations with second or third shifts
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• Healthcare operations such as hospital or lab services
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• Logistics or fulfillment centers with wave or batch intake

What We’re Looking For

Required

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• Experience managing large teams (100+ people) through managers
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• Direct accountability for multi-shift operations
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• Proven experience fixing or rebuilding tracking and measurement systems
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• Comfort operating in batch or surge-driven environments
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• Experience owning delivery metrics with real SLA consequences

Not Required

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• Dental industry experience
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• CAD software expertise
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• Technical or engineering background

What Success Looks Like

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• Clear visibility into true work-in-progress
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• Reliable, clean handoffs between shifts
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• Improving turnaround times and fewer escalations
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• A stable operation that does not rely on heroics
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• 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.