Operations Leader, CX & Back‑Office Excellence

Acquire Intelligence; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

HMO coverage for you and your family

Yearly kickoff parties

Promotion opportunities

Job summary

Acquire Intelligence is seeking an Operations Manager to lead day‑to‑day performance of Customer Experience and back‑office programs in a day‑shift role with occasional flexibility. You will guide operational teams to meet productivity, quality, and SLA targets, while collaborating with cross‑functional partners to resolve issues and drive improvements.

You will work closely with the Operations Director and Client Partners to optimize processes, coach leaders, and ensure high‑performing teams

Qualifications

• 4 to 7 years in BPO, contact center, shared services, or back-office operations.
• 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.
• Excellent communication and stakeholder management skills, with the ability to engage clients confidently and handle escalations effectively.

Responsibilities

• Lead day-to-day operations across assigned Customer Experience and back-office programs, ensuring productivity, quality, SLA, and client commitments.
• Monitor performance trends and data, identify risks and gaps, and take corrective action.
• Build and maintain strong relationships with clients and internal stakeholders.
• Manage escalations with urgency and sound judgment, ensuring resolution and follow-up.
• Lead, coach, and develop Team Leaders and teams, setting clear performance expectations.
• Drive employee engagement, performance management, and succession planning.
• Analyze processes and data to identify root causes and opportunities for CX and efficiency.
• Lead continuous improvement and automation initiatives across CX and back-office workflows.
• Collaborate with Workforce, Finance, HR, Quality, IT, and Compliance to align staffing and controls.
• Support client reviews, planning, and strategic initiatives with leadership.

Skills

Leadership

Operations management

BPO experience

Client relationship

Data analysis

Process improvement

Stakeholder management

Communication

Job description

Acquire Intelligence is seeking an Operations Manager to lead day‑to‑day performance of Customer Experience and back‑office programs in a day‑shift role with occasional flexibility. You will guide operational teams to meet productivity, quality, and SLA targets, while collaborating with cross‑functional partners to resolve issues and drive improvements.

You will work closely with the Operations Director and Client Partners to optimize processes, coach leaders, and ensure high‑performing teams