Service Delivery Systems Lead

• Own the systems and tools the Client Success team uses every day, including AI tooling
• Design systems and tools rather than merely document them
• Build quality assurance into how work gets done
• Close the gap where issues bounce up the chain instead of being solved at the source
• Manage delivery-side security, including agent monitoring and anti-poaching
• Turn on and use an existing security tool
• Design the company's leadership pipeline
• Lead a team of bench Operators
• Report directly to the CEO on system effectiveness

• 3–5 years in operations, process or systems design, quality assurance, or a related field
• Bachelor's degree in Business, Information Systems, Operations Management, or a related field — or equivalent experience if you don't have one
• Genuinely meticulous about defects
• Comfortable training people and building their capability
• Fluent enough with AI tools to actually build with them, not just use them
• This seat is built for someone who'd rather be heads-down building than on client calls
• Full-time availability
• Ability to work 11:00 PM–8:00 AM Philippine Time (Graveyard)

• Permanent Work-From-Home setup
• Weekends off — Saturdays and Sundays are yours
• HMO coverage with Maxicare upon regularization, with the option to add dependents
• Wellness checks and support services
• Paid Time Off: 40 hours in year 1, growing to 120 hours with tenure
• Sick Leave: 40 hours (16 available even during probation)
• Mental Health Leave: 8 hours a year
• Special leaves: birthday, bereavement, and paternity leave
• Holiday observance: U.S. holidays plus select Philippine Holy Week dates
• Convert unused PTO to cash
• Company-provided equipment
• Yokly's 13th Month Pay
• A Welcome Kit, plus tokens for birthdays, milestones, and anniversaries