Business Process Services Manager

shakey's philippines (shakey's pizza asia ventures, inc.); Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Shakey's Philippines is seeking a Business Process Services Operations Manager to oversee Order Processing and Social Media Engagement teams. This management role emphasizes operational excellence, team leadership, and enhancing customer experiences through technology.

The ideal candidate will possess a Bachelor's degree and 5–7 years of Operations Management experience, with a passion for coaching and process improvement. Join us for a fulfilling career where your impact is recognized!

Qualifications

• 5–7 years of experience in Operations Management, preferably in BPO or E-commerce.
• At least 3 years of people leadership experience.
• Strong analytical and problem-solving skills.

Responsibilities

• Lead day-to-day operations of Order Processing and Social Media Engagement.
• Monitor performance and enhance efficiency.
• Implement process improvements for operational excellence.

Skills

Operations Management

Analytical thinking

Stakeholder management

Problem-solving

Process improvement

Education

Bachelor's degree in any four-year course

Tools

CRM platforms

AI productivity tools

Job description

We are looking for an experienced and results-driven Business Process Services (BPS) Operations Manager to lead our Order Processing, Social Media Engagement, and Feedback Management teams. This role is responsible for driving operational excellence, leading high-performing teams, improving customer experience, and leveraging technology and AI-enabled tools to enhance business performance.

If you're passionate about operational leadership, continuous improvement, and delivering exceptional customer service in a fast-paced environment, we'd love to hear from you.

Key Responsibilities

• Lead the day-to-day operations of Order Processing, Social Media Engagement, and Feedback Management.
• Ensure service levels, productivity, quality, and customer satisfaction targets are consistently achieved.
• Monitor operational performance and implement process improvements to enhance efficiency and accuracy.
• Analyze KPIs and provide actionable insights to drive business decisions.
• Coach, mentor, and develop a high-performing operations team.
• Collaborate with cross-functional stakeholders to resolve operational issues and improve workflows.
• Champion the adoption of digital platforms and AI-enabled tools to improve productivity and operational excellence.

Qualifications

• Bachelor's degree in any four-year course.
• 5–7 years of experience in Operations Management, preferably in BPO, Shared Services, Customer Experience, E-commerce, or Service Desk environments.
• At least 3 years of people leadership experience.
• Strong analytical, stakeholder management, and problem-solving skills.
• Experience in process improvement, KPI management, and operational reporting.
• Familiarity with CRM platforms, customer engagement tools, and AI productivity tools is an advantage.

What We're Looking For

• Operational Excellence
• Customer-Centric Leadership
• People Development & Coaching
• Data-Driven Decision Making
• Process Improvement Mindset
• Digital Transformation & AI Adoption

If you're ready to make an impact and lead a team committed to operational excellence, we encourage you to apply today!