Acting Senior Operations Manager

Asurion; Philippines; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Asurion is seeking an Acting Senior Operations Manager for Customer Solutions ICP in the Philippines. You will lead day‑to‑day operations, manage queues, capacity, and SLAs, and drive escalations to resolution while implementing continuous improvement initiatives.

You will translate business goals into measurable outcomes, align staffing to demand, and partner with Human Resources, Training, Workforce, Communications, and Client Services to ensure a consistent customer experience.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years in operations or support leadership.
• Experience managing metrics‑driven teams.
• Proven process improvement delivery.

Responsibilities

• Own daily operations for Customer Solutions.
• Direct queue, capacity, and SLA performance.
• Lead escalations and drive timely resolution.
• Implement continuous improvement initiatives.
• Report performance trends and insights.
• Coordinate cross‑functional process alignment.

Skills

Advanced workforce planning

Capacity planning

Operational metrics

Dashboard proficiency

Root cause analysis

Process analysis methods

Clear stakeholder communication

Education

Bachelor's degree or equivalent experience

Graduate degree in business or operations

Lean Six Sigma Yellow/Green or higher

PMP or similar project credential

Tools

CRM systems

Ticketing systems

Excel

Sheets

Job description

The Acting Sr Operations Manager, Customer Solutions ICP leads day-to-day operations for an integrated customer programs team, driving service performance, efficiency, and cross‑functional coordination. The manager steers queue management, escalations, and continuous improvement while stabilizing processes during an interim period. They translate business goals into measurable operational outcomes, align staffing and workflows to demand, and ensure a consistent customer experience. Success requires data‑driven decision‑making, clear communication, and disciplined execution across teams. The role partners with other functional areas, including Human Resources, Training, Workforce, Communications, Customer and Employee Experience, and Client Services.

Essential Job Skills/Duties

• Own daily operations for Customer Solutions.
• Direct queue, capacity, and SLA performance.
• Lead escalations and drive timely resolution.
• Implement continuous improvement initiatives.
• Report performance trends and insights.
• Coordinate cross‑functional process alignment.

Required Technical Skills

• Advanced workforce and capacity planning.
• Operational metrics and dashboard proficiency.
• Root cause and process analysis methods.
• CRM and ticketing system expertise.
• Excel or Sheets for analytics.
• Knowledge of SLA frameworks.

Required Soft/Leadership Skills

• Clear, concise stakeholder communication.
• Decision‑making under time pressure.
• Coaching and team development focus.
• Change management and alignment.
• Conflict resolution and negotiation.

Required Education & Experience

• Bachelor's degree or equivalent experience.
• 5+ years in operations or support leadership.
• Experience managing metrics‑driven teams.
• Proven process improvement delivery.

Preferred Education & Experience

• Graduate degree in business or operations.
• Experience in customer solutions programs.
• Scaled operations in high‑growth environments.

Required Licenses/Certifications

• Lean or Six Sigma Yellow/Green preferred as equivalent.

Preferred Licenses/Certifications

• Lean Six Sigma Green or Black Belt.
• PMP or similar project credential.
• Workforce management certification.

Supervisory Responsibilities

• Leads managers, supervisors and frontline specialists.
• Oversees hiring, coaching, and performance.

Travel Requirements

• Travels: Regional for site support and alignment.
• % of Time: Up to 15%.
• Overnight Travel: Occasional, based on business need.

About Asurion

At Asurion, every one of us is a leader, from individual contributors to the senior team. We utilize our five Leadership Principles to help align and guide us in our everyday interactions.

• Put Customers First
• Play a Team Sport
• Take Ownership
• Collaborate and Then Commit
• Reach Full Potential

Asurion helps more than 300 million people around the world unlock their technology’s untapped potential. We create innovative technology solutions that help keep consumers connected, from comprehensive protection to smart tech help that redefines expertise. Partnering with leading wireless carriers, retailers and pay‑TV providers, Asurion’s 16,000 employees deliver a seamless, award‑winning customer experience, anticipating their needs and providing tailored services reachable within one touch.