Operations Leader: Delivery & CX Strategy

Cognizant; Philippines; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Cognizant Philippines is seeking an experienced Senior Operations Manager to lead delivery of performance metrics, SLAs and customer experience for multi-geography teams. You will mentor team leads, QA, trainers and support staff, drive process improvements, manage budgets, and ensure adherence to standards while coordinating with client programs and vendor management.

Based in Pasig at Giga Center, the role requires flexibility for mid-shift and weekends, with opportunities to shape growth and

Qualifications

• 5+ years in a senior managerial role in contact center or operations.
• Strong leadership and stakeholder management capabilities.
• Excellent communication and interpersonal skills.

Responsibilities

• Deliver on financial goals for the business and manage budgets.
• Oversee multi-geography teams including Team Leads, QA and Trainers.
• Drive process improvements and ensure adherence to standards.
• Prepare and report performance metrics to stakeholders.
• Coordinate with Vendor Management and Client Programs for growth.

Skills

Leadership

Communication skills

Stakeholder management

Team management

Shift management

Education

Bachelor's degree

MBA

PMP certification

Tools

MSP processes

Job description

Cognizant Philippines is seeking an experienced Senior Operations Manager to lead delivery of performance metrics, SLAs and customer experience for multi-geography teams. You will mentor team leads, QA, trainers and support staff, drive process improvements, manage budgets, and ensure adherence to standards while coordinating with client programs and vendor management.

Based in Pasig at Giga Center, the role requires flexibility for mid-shift and weekends, with opportunities to shape growth and