Foundever Taps BPO Veteran Eppie Titong III as APAC COO

MANILA, Philippines – April 28, 2026 – In a significant move to bolster its operational leadership in a key growth market, global customer experience (CX) giant Foundever® has appointed Eppie Titong III as its new Chief Operating Officer for the Asia Pacific (APAC) region, excluding India. The appointment of the two-decade industry veteran signals a strategic intensification of the company's focus on enhancing delivery performance and operational consistency across one of the world's most dynamic business landscapes.

Titong, who will be based in the Philippines, steps into the role at a crucial time for Foundever. As a service leader with 150,000 employees across more than 45 countries, the company is doubling down on its APAC strategy. This high-profile hire is seen by industry watchers as a decisive step to ensure its regional operations can scale effectively while maintaining the high standards of quality and efficiency demanded by its roster of over 800 global brands.

A Strategic Play for APAC Dominance

The Asia Pacific region has long been a critical engine for the global business process outsourcing (BPO) industry, and for Foundever, it represents a cornerstone of its worldwide strategy. The company’s decision to bring in a leader of Titong's caliber underscores the importance of APAC not just as a delivery hub, but as a frontier for growth and innovation.

"APAC plays a critical role in Foundever’s global strategy,” confirmed Michelle Parks, Global Chief Operating Officer, in the official announcement. “As we continue to scale in the region, maintaining consistent delivery and performance across markets is increasingly important."

This focus on consistency is paramount in a region characterized by its diversity of cultures, languages, and regulatory environments. For a company that manages 3.3 billion customer conversations annually in over 60 languages, ensuring a seamless and uniform standard of service from Manila to Melbourne is a complex operational challenge. Titong’s appointment is a direct answer to that challenge. His mandate will involve knitting together the company's disparate regional sites into a more cohesive, high-performing unit, capable of delivering complex CX, digital operations, and data solutions at scale. This move is less about maintenance and more about strategic fortification, positioning Foundever to more aggressively compete for and win large, multi-market contracts within the region.

The Proven Maestro of Operations

Eppie Titong III is no stranger to the complexities of large-scale BPO management. With over 20 years of experience, his career is a testament to his ability to drive performance in multifaceted environments. Before joining Foundever, Titong held the influential position of Senior Vice President and Country Manager for VXI Global Solutions in the Philippines, a role where he was responsible for leading a massive workforce of over 20,000 employees. His oversight extended beyond the Philippines, including delivery operations in India and Egypt, giving him firsthand experience in the cross-border management that his new role demands.

His tenure at VXI, along with senior roles at other industry giants like Sitel and Telus, has equipped him with a deep understanding of what it takes to scale operations without sacrificing quality. For instance, under his operational leadership, VXI saw significant growth and accolades, including substantial expansion in key regional hubs like Davao City. This track record is precisely what Foundever sought.

Michelle Parks highlighted this fit, stating, “Eppie brings deep expertise in leading large-scale, multi country operations and improving performance across complex delivery environments. His experience in scaling operations and aligning delivery across markets positions him well to strengthen how we operate and deliver for our clients across APAC, with a continued focus on consistency, quality and reliable delivery at scale.”

Titong himself expressed enthusiasm for the task ahead. “I’m pleased to be joining Foundever as the business continues to scale across APAC,” he stated. “The region has strong operational foundations and high-performing delivery teams. I look forward to working closely with colleagues across markets to strengthen delivery, improve consistency and continue enhancing how we serve our clients.”

Navigating a Dynamic BPO Landscape

Titong’s appointment comes at a time of significant evolution for the APAC BPO and CX industry. The sector is moving beyond traditional voice support and call centers, rapidly embracing a more sophisticated, technology-driven model. AI-powered analytics, automation, and digital-first customer engagement are no longer niche offerings but core components of the modern CX solution. This technological shift is happening alongside a fierce "talent war" for experienced leaders who can bridge the gap between legacy operations and future-ready service delivery.

Foundever's move can be interpreted as a strategic response to these market forces. By installing a seasoned operational expert at the helm of its APAC operations, the company is better positioned to accelerate the adoption of new technologies and processes across its regional footprint. Titong's experience in managing vast teams also makes him well-suited to navigate the human capital challenges of the industry, from talent acquisition and retention to upskilling employees for an AI-augmented future. His leadership will be critical in ensuring that Foundever’s people-led approach is enhanced, not replaced, by its technology-enabled and data-powered solutions.

Fortifying the Philippine Hub and Beyond

The decision to base Titong in the Philippines is itself a strategic statement. The country remains one of the world's premier BPO destinations, renowned for its large, highly skilled, and English-proficient workforce. Having the regional COO on the ground in this critical hub provides Foundever with direct, hands-on leadership in its largest regional market. This proximity allows for more agile decision-making, better alignment with local teams, and a deeper understanding of the on-the-ground realities of service delivery.

His past success in driving growth within the Philippines, such as fostering VXI's expansion in Davao, suggests he will be a powerful advocate for continued investment and development within the country and a catalyst for exporting best practices to other Foundever sites across the region. This localized, high-level leadership is expected to directly impact employee morale, operational excellence, and talent development strategies. By strengthening the core of its APAC operations in the Philippines, Foundever aims to create a more robust and resilient network capable of supporting clients worldwide. This on-the-ground leadership is poised to be a key differentiator as the company navigates the immense opportunities and inherent challenges of the vibrant Asia Pacific market.