Operations Manager

Symbos; Manila; On-site; PHP 1,100,000 - 2,000,000; Full time

Job summary

Symbos is expanding its roadside assistance operation in the Philippines to support North American clients. The Operations Manager will lead a lean, scale-ready team and partner with stakeholders to deliver exceptional customer outcomes.

You will balance people leadership with operational excellence, shaping culture, performance standards, and client delivery in a fast-paced environment. Join a growing program where ownership, accountability and continuous improvement are valued and embedded in

Qualifications

• Experience leading contact centre, BPO or customer operations teams within a voice environment.
• Proven experience managing Team Leaders and frontline operations teams.
• Strong leadership with coaching, accountability and people development.
• Experience managing service levels, productivity and customer experience.

Responsibilities

• Lead day-to-day operations of a 24/7 roadside assistance support team.
• Drive performance across service levels, customer experience and KPIs.
• Translate client requirements into clear priorities and actions.
• Coach and develop Team Leaders and frontline employees.
• Build accountability and a high-performance culture.
• Manage escalations through to resolution.
• Partner with Workforce Management, Quality, Training and Support functions.
• Monitor trends and implement recovery plans.
• Communicate proactively with stakeholders to drive improvements.

Skills

Leadership

People management

Stakeholder management

Data-driven decisions

Operational excellence

Education

Bachelor's degree in Business/Operations/Management

Tools

CRM systems

Data analysis

Job description

Join Symbos and be part of a team that's redefining excellence in business process outsourcing across Australia, New Zealand, and Fiji.

At Symbos, we build connected customer experiences through people, technology and operational excellence.

Australian-founded and rapidly growing in the Philippines, Symbos partners with organisations across customer experience, technology and business services. We're building a team of leaders who thrive in growth environments, believe in developing people and are excited by the opportunity to help shape what great looks like from the ground up.

Our client operates within the roadside assistance sector, supporting customers who need urgent vehicle assistance, towing, roadside support and service coordination.

This is a fast-paced, customer-critical environment where operational excellence, people leadership and strong decision-making directly impact customer outcomes.

We are looking for an experienced Operations Manager to lead a growing roadside assistance operation supporting North American customers.

This role is ideal for a leader who enjoys building, stabilising and scaling teams while creating the foundations for long-term success. You'll lead a lean operation, support frontline leaders, partner with stakeholders and play a key role in shaping culture, performance standards and client delivery.

This is more than a traditional Operations Manager role. We're looking for someone who can balance people leadership, operational excellence, client partnership and business awareness while helping a growing program scale successfully.

What Sets This Role Apart

• Opportunity to help shape a growing program from its early stages.


• Ability to influence culture, leadership standards and operational practices.


• Exposure to operations, client delivery, people leadership and performance management.


• Work closely with stakeholders to improve customer outcomes and service delivery.


• Lead a highly visible operation with direct impact on growth and success.


• Join a business that values ownership, accountability and continuous improvement.

Key Responsibilities

• Lead the day-to-day operations of a 24/7 roadside assistance support team.


• Drive performance across service levels, customer experience, quality, productivity, adherence and operational KPIs.


• Translate client and operational requirements into clear priorities and actions.


• Coach, develop and support Team Leaders and frontline employees.


• Build accountability, engagement and a high-performance culture.


• Manage significant operational and client escalations through to resolution.


• Partner with Workforce Management, Quality, Training and Support functions.


• Monitor operational trends, identify gaps and implement recovery plans.


• Use data, customer feedback and quality insights to improve workflows and reduce rework.


• Build trust with internal and client stakeholders through proactive communication and practical recommendations.


• Support the ongoing growth and scalability of the operation.

What We're Looking For

• Experience leading contact centre, BPO or customer operations teams within a voice environment.


• Proven experience managing Team Leaders and frontline operations teams.


• Strong leadership capability with a focus on coaching, accountability and people development.


• Experience managing service levels, productivity, adherence, customer experience and operational performance.


• Ability to analyse operational data, identify root causes and implement improvement plans.


• Experience handling escalations and navigating complex operational challenges.


• Strong stakeholder and client management skills.


• Comfortable operating in lean or growing environments where processes continue to evolve.


• Demonstrated ability to build, grow or scale teams, programs or operational functions.


• Experience developing future leaders, succession plans and leadership pipelines.


• Practical understanding of how operational decisions impact staffing costs, productivity, service levels, penalties, incentives and overall program performance.


• Experience participating in business reviews, operational reviews, client discussions or conversations relating to program performance and commercial outcomes.


• Ability to balance strategic thinking with hands‑on operational involvement.


• Bachelor's degree in Business, Operations, Management or a related discipline is preferred, although equivalent experience will be considered.

Nice to Have

• Experience in roadside assistance, dispatch, urgent-service coordination or service-provider coordination.


• Experience supporting remote or hybrid frontline operations.


• Experience managing 24/7 operations, night-shift teams or peak-demand environments.


• Experience launching, stabilising or transforming programs or business units.


• Exposure to workforce planning, staffing strategy or operational forecasting.

Who This Role Suits

You'll likely enjoy this role if you:

• Have successfully built, launched or scaled teams, programs or operational functions.


• Enjoy working in environments where you can influence how things are done.


• Are comfortable balancing strategic leadership with hands‑on operational involvement.


• Can build strong relationships with clients, stakeholders and frontline teams.


• Enjoy developing future leaders and strengthening team culture.


• Like solving problems, creating structure and improving operational performance.


• Thrive in organisations that are growing and evolving.

Application Process

If your experience aligns with the role, our Talent Acquisition team will connect with you for an initial discussion.

Ready to help build and lead a growing operation?

Apply today and be part of shaping the future of customer experience at Symbos.