Operations Manager

Hammerjack Pty Ltd; Muntinlupa; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

Hammerjack Pty Ltd is seeking an Operations Manager to oversee day-to-day operations, drive team performance, and ensure SLA and quality compliance. The role involves hands-on use of Salesforce and NetSuite to manage workflows, reporting, case processing, and operational performance.

You will lead and coach Team Leaders, monitor queues and capacity, and collaborate across functions to optimize customer service, order management, and back-office processes.

Qualifications

• Bachelor's degree in business administration, operations management, or a related field.
• 2+ years hands-on Salesforce experience.
• 2+ years NetSuite or similar ERP experience.
• 3–5 years operations/BPO experience including people-management.
• Experience managing customer service, order management, sales ops, or back-office processes.
• Strong understanding of SLAs, KPIs, productivity, quality, and workforce management.
• Strong analytical, reporting, and problem-solving skills.
• Excellent client communication and stakeholder-management skills.
• Proficiency in Excel and operational reporting tools.

Responsibilities

• Manage daily operations and ensure achievement of SLA, productivity, quality, and customer experience targets.
• Lead, coach, and develop Team Leaders and frontline employees.
• Use Salesforce to monitor cases, requests, workflows, escalations, and performance.
• Use NetSuite to support order processing, validation, tracking, and reporting.
• Monitor queues, staffing, and capacity to ensure adequate coverage.
• Analyze performance trends and implement action plans.
• Manage escalations and ensure timely resolution of client concerns.
• Conduct performance reviews and governance meetings.
• Collaborate with Training, Quality, Workforce Management, HR, Recruitment, and IT to address needs.
• Prepare and present daily, weekly, and monthly business reviews.
• Identify and implement process-improvement and automation opportunities.
• Maintain controls around compliance, documentation, and data accuracy.
• Support hiring, onboarding, and readiness of new team members.

Skills

Team leadership

Analytical skills

Stakeholder management

Client communication

Problem solving

Reporting

Education

Bachelor's degree in business administration or related field

Tools

Salesforce

NetSuite

Microsoft Excel

Job description

The Operations Manager is responsible for overseeing day-to-day operations, driving team performance, ensuring SLA and quality compliance, and maintaining strong client relationships. The role requires hands‑on experience using Salesforce and NetSuite to manage workflows, reporting, case/order processing, and operational performance.

Qualifications

• Bachelor's degree in business administration, Operations Management, or a related field.
• At least 2 years of hands‑on Salesforce experience.
• At least 2 years of experience using NetSuite or similar ERP platforms.
• Minimum 3–5 years of operations/BPO experience, including people‑management responsibilities.
• Experience managing customer service, order management, sales operations, or back‑office processes.
• Strong understanding of SLAs, KPIs, productivity, quality, and workforce management.
• Strong analytical, reporting, and problem‑solving skills.
• Excellent client communication and stakeholder‑management skills.
• Proficient in Microsoft Excel and operational reporting tools.

Key Responsibilities

• Manage daily operations and ensure achievement of SLA, productivity, quality, and customer experience targets.
• Lead, coach, and develop Team Leaders and frontline employees.
• Use Salesforce to monitor cases, customer requests, workflows, escalations, and operational performance.
• Use NetSuite to support order processing, transaction validation, order/invoice tracking, and operational reporting.
• Monitor queues, workload, staffing, and capacity to ensure adequate coverage.
• Analyze performance trends and implement corrective and preventive action plans.
• Manage operational escalations and ensure timely resolution of client and customer concerns.
• Conduct regular performance reviews, coaching sessions, and governance meetings.
• Partner with Training, Quality, Workforce Management, HR, Recruitment, and IT to address operational requirements.
• Prepare and present daily, weekly, and monthly business reviews.
• Identify and implement process‑improvement and automation opportunities.
• Maintain strong controls around process compliance, documentation, and data accuracy.
• Support hiring, onboarding, training, and readiness of new team members.
• Maintain effective communication with clients and internal stakeholders regarding performance, risks, and action plans.

Preferred Experience

• Salesforce case management and reporting.
• NetSuite Sales Orders, Purchase Orders, Invoices, and transaction management.
• Order screening, order management, customer support, or sales operations.
• Experience working with U.S.-based clients and cross‑functional teams.
• Experience managing operational transitions, new process launches, or account expansions.