Operations Manager

recoveriescorp; Manila; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Symbos, an Australian-founded company expanding in the Philippines, is seeking an Operations Manager to lead a growing roadside assistance operation serving North American customers. You will balance people leadership with operational excellence, shaping culture, performance standards and client delivery.

This role focuses on building, stabilising and scaling teams while partnering with stakeholders to ensure excellent customer outcomes and continuous improvement.

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 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.

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.

Skills

People development

Leadership

Stakeholder management

Data analysis

Escalation management

Lean / growth environments

Education

Bachelor's degree in Business/Operations

Job description

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.

About the Client

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.

The Opportunity

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