Operations Leader: Drive CX & Back-Office Impact

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

Benefits offered by this job

HMO coverage for you and your family

Epic Yearly Kick-Off Parties withmajor

Recognition through Value Awards

Internal promotions

Meaningful work with talented and</=""

Job summary

Acquire Intelligence is seeking an Operations Manager to own day-to-day performance of assigned Customer Experience and back-office programs, leading teams to meet productivity, quality, SLA, and client commitments.

This hands-on leadership role partners with the Operations Director and cross-functional teams to drive continuous improvement, address risks, coach leaders, and build a high-performing culture.

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
• Excellent communication and stakeholder management skills, with the ability to engage clients confidently and handle escalations effectively
• Strong analytical and problem-solving skills, with the ability to use data to drive operational decisions and performance improvements
• Hands-on, proactive, and solution-oriented, with the ability to thrive in a fast-paced and evolving environment
• Comfortable navigating complex business processes and working across multiple functions to deliver aligned outcomes
• Working knowledge of Accounts Payable, Accounts Receivable, invoicing, or reconciliation processes is highly desirable; a formal accounting background is not required
• Results-oriented and accountable, with a genuine commitment to developing people and delivering strong client outcomes
• Adaptable and commercially aware, bringing energy and a bias for action to everything you do

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 day-to-day performance of assigned Customer Experience and back-office programs, leading teams to meet productivity, quality, SLA, and client commitments.

This hands-on leadership role partners with the Operations Director and cross-functional teams to drive continuous improvement, address risks, coach leaders, and build a high-performing culture.