Operations Manager

eClerx LLC; Muntinlupa; On-site; PHP 480,000 - 720,000; Full time

Job summary

eClerx LLC is seeking an Operations Manager to oversee day-to-day operations, drive team performance, and ensure SLA and quality compliance across client engagements. The role requires hands-on use of Salesforce and NetSuite to manage workflows, reporting, case and order processing, and operational performance, with a strong focus on metrics and stakeholder collaboration.

The ideal candidate will have 2–5 years in operations/BPO, solid experience with Salesforce and NetSuite, and demonstrated

Qualifications

• Bachelor's degree in business administration, operations management, or 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, 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 reporting tools.

Responsibilities

• Manage daily operations and achieve SLA, productivity, quality, and CX targets.
• Lead, coach, and develop Team Leaders and frontline staff.
• Use Salesforce to monitor cases, requests, workflows, escalations, and performance.
• Use NetSuite to support order processing, validation, invoicing, and reporting.
• Monitor queues, workloads, staffing, and capacity for coverage.
• Analyze performance trends and implement action plans.
• Manage escalations and resolve client concerns promptly.
• Conduct performance reviews and governance meetings.
• Collaborate with Training, Quality, WFM, HR, Recruitment, IT to address needs.
• Prepare and present daily, weekly, and monthly business reviews.
• Identify process improvements and automation opportunities.
• Maintain controls around compliance, documentation, and data accuracy.
• Support hiring, onboarding, training, and readiness of new teammates.
• Maintain communication with clients and stakeholders on performance and risks.

Skills

Excel

Reporting & analytics

Stakeholder management

Team leadership

Operational knowledge

Education

Bachelor's degree in Business Administration / Operations Management

Tools

Salesforce

NetSuite

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.