Customer Care Operations Leader

Lexmark Research & Development Corporation; Cebu City; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Lexmark Research & Development Corporation is seeking a results‑driven Operations Manager to lead the Customer Care team, driving service excellence, performance analytics, and continuous improvement across processes and metrics. You will manage a multi‑level team, ensure SLA adherence, and partner with cross‑functional groups to elevate the customer experience on a global scale.

The role focuses on strategic leadership, resource planning, and data‑driven decision making to sustain high

Qualifications

• 5+ years in Customer Care, Client Operations, or Operations Management.
• Experience leading multi-level teams and senior stakeholders.
• Proven ability to manage KPIs, SLAs, and service delivery.
• Experience in a matrix organization and cross-functional collaboration.

Responsibilities

• Direct and coach Customer Care Senior Specialists, Specialists, Process Analysts, and Team Leaders.
• Allocate resources to meet demand and prioritize business priorities.
• Ensure consistent execution of case management, escalation, response, and resolution processes.
• Maintain accountability for customer satisfaction and quality of care.
• Monitor SLAs, KPIs, and service standards; enforce processes.
• Analyze performance trends, identify root causes, and drive improvements.
• Oversee reporting, dashboards, and data updates for performance management.
• Coordinate with internal teams and stakeholders on performance and risks.
• Serve as senior escalation point for complex issues and operational barriers.
• Drive process standardization and efficiency across operations.

Skills

Customer Care Operations

People Leadership

Process Improvement

Analytics

Stakeholder Management

Education

BA/BS in Business/Management

MBA (plus)

PMP / ITIL / Six Sigma (pref)

Tools

CRM Software

Data Dashboards

MS Excel

Job description

Lexmark Research & Development Corporation is seeking a results‑driven Operations Manager to lead the Customer Care team, driving service excellence, performance analytics, and continuous improvement across processes and metrics. You will manage a multi‑level team, ensure SLA adherence, and partner with cross‑functional groups to elevate the customer experience on a global scale.

The role focuses on strategic leadership, resource planning, and data‑driven decision making to sustain high