Customer Care Operations Leader

Xerox Philippines; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Xerox Philippines in the Philippines is seeking an Operations Manager to lead the Customer Care operations team, ensuring exceptional service delivery, SLA/KPI compliance, and continuous improvement. You will act as strategic and operational leader for Customer Care, driving satisfaction, performance, and efficient resolution of complex issues.

You will coach and develop team leaders and specialists, manage schedules and resources, and partner with cross-functional teams to accelerate

Qualifications

• 5+ years in Customer Care or Operations management.
• Experience managing multiple teams and senior stakeholders.
• Experience with SLA/KPI management and service delivery.
• Proven leadership and people management skills.
• Experience in matrix organizations.

Responsibilities

• Lead and manage Customer Care teams including specialists and team leaders.
• Allocate resources to meet demand and priorities.
• Ensure adherence to SLAs, KPIs, and service standards.
• Drive performance improvement through data and root-cause analysis.
• Coordinate with cross-functional teams and report performance.

Skills

Analytical skills

Operations management

Leadership

Stakeholder management

Education

BA/BS/BBA in Business/Management/Operations

MBA (plus)

PMP/ITIL/Lean/Six Sigma

Tools

MS Excel

Reporting tools

Job description

Xerox Philippines in the Philippines is seeking an Operations Manager to lead the Customer Care operations team, ensuring exceptional service delivery, SLA/KPI compliance, and continuous improvement. You will act as strategic and operational leader for Customer Care, driving satisfaction, performance, and efficient resolution of complex issues.

You will coach and develop team leaders and specialists, manage schedules and resources, and partner with cross-functional teams to accelerate