Operations Manager

PANDR Outsourcing; Albay; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading outsourcing firm in the Philippines is hiring an Operations Manager for their team in Albay. The role requires over 4 years of experience in technical support, with at least 1-2 years in a leadership capacity. Responsibilities include managing client support, troubleshooting technical issues, and optimizing processes in various industries such as agriculture and energy. Candidates must have strong communication skills and experience with CRM tools. Competitive compensation package offered.

Qualifications

• More than 4 years of relevant work experience required for this role.
• 3–5 years of technical support experience, including at least 1–2 years in a leadership role.
• Background in IoT, SaaS, or industrial monitoring systems preferred.

Responsibilities

• Lead and manage a team delivering high-quality support across various applications.
• Act as the main escalation point for complex technical issues.
• Design and improve support processes that cater to distinct industry needs.
• Liaison between clients and product teams for customer feedback.
• Track and analyze support performance metrics to optimize service delivery.

Skills

Strong troubleshooting skills for IoT and telemetry technologies

Excellent English communication skills

Ability to quickly understand diverse sectors

Tools

Zendesk

Freshdesk

Job description

PANDR Outsourcing is hiring a Full time Operations Manager role in Old Albay District, Bicol. Apply now to be part of our team.

Requirements for this role

• Looking for candidates available to work:
  • Mon morning
  • Mon afternoon
  • Tue morning
  • Tue afternoon
  • Wed morning
  • Wed afternoon
  • Thu morning
  • Thu afternoon
  • Fri morning
  • Fri afternoon
• More than 4 years of relevant work experience required for this role

Key Responsibilities

• Cross-Functional Support Leadership: Lead and manage a team that delivers consistent, high-quality support to clients across LPG, diesel, water, and fertilizer applications, ensuring smooth performance of internal integration solutions.

• Technical Escalation & Problem-Solving: Act as the main escalation point for complex technical issues. Lead troubleshooting efforts and collaborate with engineering teams to develop solutions involving telemetry, sensor integrations, and asset connectivity.

• Process Development & Optimization: Design, implement, and continuously improve support processes that cater to the distinct needs of each industry. Maintain comprehensive, application-specific documentation covering everything from asset monitoring to remote water-level management.

• Customer Feedback & Product Improvement: Serve as the liaison between clients and product teams, transforming customer feedback into actionable insights that drive product innovation and enhancement.

• Data-Driven Support Improvement: Track, analyze, and interpret support performance metrics — including customer satisfaction, response times, and resolution efficiency — to optimize service delivery and maintain a consistently high-quality customer experience.

Experience

• 3–5 years of technical support experience, including at least 1–2 years in a leadership or supervisory role.

• Background in IoT, SaaS, or industrial monitoring systems preferred.

Technical Expertise

• Strong troubleshooting skills for IoT and telemetry technologies.

• Experience with sensor-based and asset-monitoring solutions — both fixed (e.g., LPG tanks) and mobile (e.g., water tanks).

Industry Knowledge

• Ability to quickly understand diverse sectors like agriculture, energy, and water management.

Leadership & Communication

• Proven success in leading and developing support teams.

• Excellent English communication skills and the ability to translate complex technical topics into simple client-facing explanations.

Tools & Systems

• Proficient in CRM/support platforms such as Zendesk, Freshdesk, or similar ticketing tools.

Preferred Qualifications

• Experience in industrial sectors such as energy (LPG/diesel), agriculture (fertilizer/water), or other IoT applications.

• Familiarity with telemetry systems and remote monitoring.

• Strong documentation and process-development background.