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Operations Manager


The Operations Manager role is set to manage operational activities assigned for fast-growing and pioneering different client programs within the company and client guidelines and policies. This role will make a big impact on deploying expertise in the areas of project management, strategy, technology, process improvement, organization design, and organizational change management (including change impact assessment, stakeholder management, and communications planning) to contribute to the success of growth. Lastly, the Operations Manager ensures both the client’s Key Performance Indicators (KPIs) and company performance expectations are met and continuously improved upon.

SCHEDULE: 1:00 PM – 10:00 PM Pacific Daylight Time (4:00 AM – 1:00 PM Philippine Standard Time), follows Philippine holidays




·       Manage team managers to ensure program(s) productivity, quality, and customer satisfaction/client performance objectives are met and performed in an efficient manner

·       Communicate client and company goals and metrics with team members to deliver a high level of customer service

·       Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques

·       Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate performance against KPIs

·       Review operational reports regularly and develop and implement action plans to address deficiencies

·       Hold regular team meetings with direct reports to review previous day/week/month program performance and provide guidance regarding future performance to continuously improve results

·       Ensure all positions are staffed appropriately to meet client requirements

·       Be accountable for ensuring that all activities and initiatives meant to drive operational effectiveness are administered in a cost-effective manner

·       Be responsible for the respective department’s overall performance and for motivating the team to exceed department goals and objectives

·       Be responsible for understanding and complying with all policies, procedures, and regulations relating to job duties

·       Monitor and impose compliance with company policies and procedures

·       Facilitate formal corrective action in collaboration with HR

·       Comply with the terms and conditions of the employment contract, company policies and procedures, and all directives (such as but not limited to, change in teams and/or work shifts, policies regarding the flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment)

·       Perform other duties as assigned by top management


·       Bachelor’s degree holder (Business Administration, Computer Science, or IT)

·       Seasoned leader with at least 6 years of experience as a Senior Manager or Operations Manager

·       In-depth knowledge of performance metrics

·       In-depth knowledge of project management principles

·       Ideally process improvement trained (Six Sigma and Lean)

·       Able to interact and exposed to different types of dynamics in a BPO setting is an advantage

·       Experience in a multi-client environment

·       Strong computer aptitude, which includes expertise with Microsoft 365 applications

·       Strong organization, oral and written communication skills

·       Analytical skills with particular attention to detail

·       Aptitude in data management, analytics, reporting preparation

·       Ability to function in an autonomous environment—independent worker, self-directed