Operations Leader, CX & Back-Office Excellence

Acquire.AI; Pasig; On-site; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

HMO coverage

Yearly kick-off parties

Internal promotions

Recognition awards

14th Month Pay

Referral incentives

Vacation leaves

Job summary

Acquire Intelligence is seeking an Operations Manager to own the day-to-day performance of assigned Customer Experience and back-office programs. You will lead operational teams to consistently deliver on productivity, quality, SLA, and client commitments.

This hands-on leadership role requires operational instincts, commercial awareness, and a bias for action to shape business outcomes. You will work with the Operations Director, Client Partners, and cross-functional teams to solve challenges

Qualifications

• 4 to 7 years of experience in BPO, contact center, shared services, or back-office operations, with a strong leadership background.
• Proven experience leading Team Leaders and operational teams in a performance-driven environment.
• Deep knowledge of contact center and back-office operations, including productivity, quality, SLA management, and customer experience.

Responsibilities

• Lead day-to-day operations across assigned Customer Experience and back-office programs, ensuring consistent achievement of productivity, quality, SLA, and client contractual commitments.
• Monitor operational performance trends and data, identifying risks and performance gaps and taking timely corrective action.
• Build and maintain strong relationships with clients and internal stakeholders, serving as a key operational point of contact for assigned programs.
• Manage escalations and client concerns with urgency and sound judgment, ensuring effective resolution and thorough follow-through.
• Lead, coach, and develop Team Leaders and operational teams, setting clear performance expectations and leadership standards.
• Drive employee engagement, performance management, talent development, and succession planning to build sustainable high-performing teams.
• Analyze business processes and operational data to identify root causes, gaps, and opportunities to improve customer experience, efficiency, and quality.
• Lead and support continuous improvement, process optimization, and automation initiatives across Customer Experience and back-office workflows.
• Collaborate with Workforce, Finance, HR, Quality, IT, and Compliance functions to align staffing, controls, and business priorities.
• Support client reviews, operational planning, and strategic initiatives alongside the Operations Director and Client Partners.

Job description

Acquire Intelligence is seeking an Operations Manager to own the day-to-day performance of assigned Customer Experience and back-office programs. You will lead operational teams to consistently deliver on productivity, quality, SLA, and client commitments.

This hands-on leadership role requires operational instincts, commercial awareness, and a bias for action to shape business outcomes. You will work with the Operations Director, Client Partners, and cross-functional teams to solve challenges