24/7 Roadside Operations Leader

Symbos; Manila; On-site; PHP 1,100,000 - 2,000,000; Full time

Job summary

Symbos is expanding its roadside assistance operation in the Philippines to support North American clients. The Operations Manager will lead a lean, scale-ready team and partner with stakeholders to deliver exceptional customer outcomes.

You will balance people leadership with operational excellence, shaping culture, performance standards, and client delivery in a fast-paced environment. Join a growing program where ownership, accountability and continuous improvement are valued and embedded in

Qualifications

• Experience leading contact centre, BPO or customer operations teams within a voice environment.
• Proven experience managing Team Leaders and frontline operations teams.
• Strong leadership with coaching, accountability and people development.
• Experience managing service levels, productivity and customer experience.

Responsibilities

• Lead day-to-day operations of a 24/7 roadside assistance support team.
• Drive performance across service levels, customer experience and KPIs.
• Translate client requirements into clear priorities and actions.
• Coach and develop Team Leaders and frontline employees.
• Build accountability and a high-performance culture.
• Manage escalations through to resolution.
• Partner with Workforce Management, Quality, Training and Support functions.
• Monitor trends and implement recovery plans.
• Communicate proactively with stakeholders to drive improvements.

Skills

Leadership

People management

Stakeholder management

Data-driven decisions

Operational excellence

Education

Bachelor's degree in Business/Operations/Management

Tools

CRM systems

Data analysis

Job description

Symbos is expanding its roadside assistance operation in the Philippines to support North American clients. The Operations Manager will lead a lean, scale-ready team and partner with stakeholders to deliver exceptional customer outcomes.

You will balance people leadership with operational excellence, shaping culture, performance standards, and client delivery in a fast-paced environment. Join a growing program where ownership, accountability and continuous improvement are valued and embedded in