Head of Customer Care Operations

Xerox; Cebu City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Xerox Philippines, Cebu City, is seeking an experienced Operations Manager to lead our Customer Care operations. You will drive SLA/KPI delivery, oversee Senior Specialists and Team Leaders, ensure optimal case management, escalation handling, and data-driven reporting, and partner with cross-functional teams to sustain service excellence.

Ideal candidate thrives in a matrix organization, coaches talent, manages multiple direct reports, and implements process improvements to enhance customer

Qualifications

• Minimum 5 years in Customer Care, Client Operations, or Operations Management.
• Experience leading customer-facing teams and multiple direct reports.
• Experience with KPIs, SLAs, and data-driven improvements.

Responsibilities

• Directly manage Customer Care Senior Specialists, Specialists, Analysts, and Team Leaders.
• Allocate resources to meet demand and business priorities.
• Ensure consistent execution of case management, escalation, and service delivery.
• Maintain accountability for customer satisfaction and quality.
• Monitor SLA/KPI compliance and operational processes.
• Coordinate with internal teams and stakeholders on performance and risks.

Skills

Analytical thinking

People management

Leadership

Operational excellence

Customer care

Performance management

Stakeholder management

Problem solving

Data-driven decisions

Communication skills

Education

BA/BS/BBA in Business/Management/Operations

MBA (finance/ administration) a plus

PMP / ITIL / Six Sigma / Lean

Tools

Microsoft Office

Dashboard/reporting tools

Job description

Xerox Philippines, Cebu City, is seeking an experienced Operations Manager to lead our Customer Care operations. You will drive SLA/KPI delivery, oversee Senior Specialists and Team Leaders, ensure optimal case management, escalation handling, and data-driven reporting, and partner with cross-functional teams to sustain service excellence.

Ideal candidate thrives in a matrix organization, coaches talent, manages multiple direct reports, and implements process improvements to enhance customer