L1 Operations Manager - Customer Care | Hybrid

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 is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.

From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

JOB SUMMARY:

Responsible for leading and managing the overall Customer Care operations team, including Customer Care Senior Specialists, Customer Care Specialists, Process Analysts, and Team Leaders. This role ensures operational excellence, consistent customer service delivery, compliance with service level agreements (SLAs) and key performance indicators (KPIs), and continuous improvement across customer care processes. The Operations Manager acts as the strategic and operational leader, driving customer satisfaction, team performance, efficiency, and effective resolution of complex customer and service issues while serving as the primary escalation point for critical operational concerns.

KEY ROLES AND RESPONSIBILITIES:

• Directly manage Customer Care Senior Specialists, Customer Care Specialists, Process Analysts, and Team Leaders, providing direction, coaching, performance management, and development.

• Allocate resources effectively to meet customer demand, operational requirements, service commitments, and business priorities.

• Ensure consistent execution of customer care activities, including case management, escalation handling, response and resolution processes, and other service delivery initiatives.

• Maintain accountability for customer satisfaction and the quality of customer care delivery across assigned operations.

• Monitor and enforce compliance with customer care SLAs, KPIs, service standards, and established operational processes.

• Review case resolution, escalation response and resolution, field service response and resolution, restore performance, and other relevant operational metrics to identify gaps and opportunities.

• Analyze performance trends, identify root causes, and develop and execute action plans to improve service performance, efficiency, and customer experience.

• Oversee accurate and timely operational reporting, dashboards, and data updates to support performance management and data-driven decision-making.

• Maintain data integrity across customer care, case management, reporting, and other operational systems and tools.

• Coordinate and maintain regular communication with internal teams and stakeholders regarding operational performance, customer concerns, risks, and action plans.

• Act as the senior escalation point for complex customer issues, service concerns, and operational barriers, ensuring timely ownership, coordination, and resolution.

• Partner with cross-functional teams and service organizations to address customer feedback, service gaps, process issues, and recurring operational concerns.

• Participate in business and service reviews and provide clear performance insights, risks, recommendations, and improvement actions to stakeholders.

• Track team progress and conduct regular operational reviews and status meetings to ensure priorities, commitments, and corrective actions are delivered.

• Identify, implement, and sustain process improvements that enhance customer experience, service efficiency, productivity, and operational cost effectiveness.

• Standardize customer care processes, reporting practices, escalation workflows, and performance management routines across the operation.

• Hold the team accountable for roles and responsibilities required to support contracted service delivery and customer commitments.

• Coach and mentor Customer Care Senior Specialists, Customer Care Specialists, Process

• Analysts, and Team Leaders in their daily functions, leadership capability, problem solving, and professional development.

• Ensure the team remains motivated, engaged, accountable, and focused on delivering an exceptional customer experience.

• Promote collaboration and the value of the customer relationship across Customer Care, service organizations, internal functions, and third‑party partners.

• Ensure compliance with applicable company and client HR, procurement, legal, financial, ethics, security, and government‑related policies, strategies, and processes.

• Provide recommendations for business process, productivity, and service improvements that support operational excellence and business objectives.

• Demonstrate continuous improvement across Customer Care operations by evaluating processes, leveraging data and technology, and implementing sustainable solutions.

EXPERIENCE AND BACKGROUND:

Ideal Candidate will have:

• Strong analytical and operational background with a minimum of 5 or more years of experience in Customer Care, Client Operations, Service Delivery, or Operations Management.

• Experience managing customer‑facing or service delivery teams, including multiple levels of individual contributors and team leaders.

• Experience managing multiple direct reports and supporting teams responsible for customer cases, escalations, service commitments, and operational KPIs.

• Significant experience interacting with customers, clients, and internal stakeholders, including senior‑level stakeholders.

• Experience applying business management concepts, operational data, and performance metrics to identify customer needs and deliver recommendations.

• Experience using technology and reporting solutions to improve operational performance, customer experience, and service delivery.

• Experience developing and managing operational plans, performance targets, and critical business KPIs.

• Experience working in and navigating a matrix organization to obtain information, coordinate resources, and achieve desired results.

EDUCATION:

• BA/BS/BBA degree in Business, Management, Operations, or equivalent experience.

• MBA with concentration in finance, administration, operations, or a related field is a plus.

• PMP, ITIL / ITSM, Six Sigma, Lean, TQM, or other business process improvement certification or experience is preferred.