Onsite Client Success & Operations Lead (Graveyard)

Private Advertiser

Cebu City

On-site

PHP 400,000 - 700,000

Full time

14 days+

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Job summary

Private Advertiser in Cebu City is seeking a Client Success & Operations Manager to lead onsite teams, drive client retention, and optimize service delivery. The role focuses on strategic account management, SOP design, and performance coaching to achieve high client satisfaction and operational excellence.

The position requires 5+ years in client success or operations and 3+ years of direct leadership, with onsite graveyard shift availability.

Qualifications

Minimum of 5+ years in Client Success, Account Management, or BPO/Operations.
At least 3+ years in direct management or supervisory capacity, leading onsite teams.

Responsibilities

Strategic client relationship management and escalation contact for key accounts to ensure long-term retention.
Monitor client satisfaction and ensure deliverables meet client standards and business objectives.
Analyze feedback to identify gaps and implement proactive retention strategies to reduce churn.
Direct daily onsite operations to ensure seamless execution and adherence to schedules.
Set KPIs, conduct performance evaluations, and drive continuous improvement through coaching and PIPs.
Design and refine SOPs to maximize efficiency and service quality.
Ensure teams have necessary software, client access, and tech infrastructure.
Oversee tech support coordination to maintain zero-downtime service delivery.