Global AI-CX Operations Leader (Remote)

Emapta; Metro Manila; Remote; PHP 2,000,000 - 2,800,000; Full time

Benefits offered by this job

Day 1 HMO coverage

Competitive salary

Fixed weekends off

Permanent WFH

Salary advance program

Upskilling via Emapta Academy

Gym access

Lifestyle perks

Referral incentives

Government benefits

Annual leaves 20

Engagement activities

Mentorship and global exposure

Career growth opportunities

Diverse environment

Job summary

Emapta Philippines seeks an Operations Manager to lead a major global account within a remote, permanent work-from-home setup. The role demands 3–10 years in operations leadership, with extensive outsourcing BPO experience and a track record delivering performance improvements across time zones.

You will collaborate with senior stakeholders, drive 24/7 coverage, and scale delivery models while managing workforce dynamics and KPI performance within a high-growth, global client environment.

Qualifications

• Must have 3–10 years in an Operations Manager level role.
• 10+ years in outsourced BPO environments with leadership progression.
• Direct commercial experience in sizing, cost management, and margin ownership.
• Experience managing 24/7 operations across countries/languages/time zones.
• Strong enterprise client-facing experience with senior stakeholders.
• Proven success launching or scaling BPO programs.
• Workforce management expertise: forecasting, scheduling, real-time, adherence, attendance.
• Knowledge of core contact center KPIs: SLA, CSAT, quality, productivity, AHT, FCR.
• Experience leading Operations, Recruitment, Workforce Management, QA, and Learning & Development.
• Experience in high-volume industries like media, entertainment, or digital platforms.

Responsibilities

• Lead day-to-day operations of a major global account and support client, commercial, and service delivery objectives.
• Serve as a senior, hands-on member of the Delivery Leadership Team.
• Translate strategic priorities into actionable operating plans and governance processes.
• Strengthen performance by identifying challenges, root causes, and effective solutions.
• Collaborate with senior leaders and cross-functional teams to ensure alignment and delivery.
• Support development and scaling of operational processes and delivery models.

Skills

Operations leadership

Global BPO

Commercial management

24/7 operations

Enterprise client facing

Scaling BPO accounts

Workforce management

Contact center KPIs

Data-driven

Cross-functional collaboration

Job description

Emapta Philippines seeks an Operations Manager to lead a major global account within a remote, permanent work-from-home setup. The role demands 3–10 years in operations leadership, with extensive outsourcing BPO experience and a track record delivering performance improvements across time zones.

You will collaborate with senior stakeholders, drive 24/7 coverage, and scale delivery models while managing workforce dynamics and KPI performance within a high-growth, global client environment.