Operations Manager

Acquire.AI; Pasig; On-site; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

HMO coverage

Yearly kick-off parties

Internal promotions

Recognition awards

14th Month Pay

Referral incentives

Vacation leaves

Job summary

Acquire Intelligence is seeking an Operations Manager to own the day-to-day performance of assigned Customer Experience and back-office programs. You will lead operational teams to consistently deliver on productivity, quality, SLA, and client commitments.

This hands-on leadership role requires operational instincts, commercial awareness, and a bias for action to shape business outcomes. You will work with the Operations Director, Client Partners, and cross-functional teams to solve challenges

Qualifications

• 4 to 7 years of experience in BPO, contact center, shared services, or back-office operations, with a strong leadership background.
• Proven experience leading Team Leaders and operational teams in a performance-driven environment.
• Deep knowledge of contact center and back-office operations, including productivity, quality, SLA management, and customer experience.

Responsibilities

• Lead day-to-day operations across assigned Customer Experience and back-office programs, ensuring consistent achievement of productivity, quality, SLA, and client contractual commitments.
• Monitor operational performance trends and data, identifying risks and performance gaps and taking timely corrective action.
• Build and maintain strong relationships with clients and internal stakeholders, serving as a key operational point of contact for assigned programs.
• Manage escalations and client concerns with urgency and sound judgment, ensuring effective resolution and thorough follow-through.
• Lead, coach, and develop Team Leaders and operational teams, setting clear performance expectations and leadership standards.
• Drive employee engagement, performance management, talent development, and succession planning to build sustainable high-performing teams.
• Analyze business processes and operational data to identify root causes, gaps, and opportunities to improve customer experience, efficiency, and quality.
• Lead and support continuous improvement, process optimization, and automation initiatives across Customer Experience and back-office workflows.
• Collaborate with Workforce, Finance, HR, Quality, IT, and Compliance functions to align staffing, controls, and business priorities.
• Support client reviews, operational planning, and strategic initiatives alongside the Operations Director and Client Partners.

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! At Acquire Intelligence, our mission is to help business work smarter. We bring together the best people, efficient processes, and automation to help companies grow faster and operate with confidence. Our purpose is to simplify how businesses work, improve performance, and lead meaningful change across the globe. If you're passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

WHY JOIN THE A-TEAM?

• HMO coverage for you and your family
• Epic Yearly Kick-Off Parties with major giveaways (including a car in 2023!)
• Recognition through our Value Awards — we celebrate your wins
• Real career growth with internal promotions
• Meaningful work with talented and supportive teams
• Your future matters: 900 internal promotions every year
• 2,700+ leadership training courses
• Extra rewards along the way: 14th Month Pay for employees who complete 5 years with us
• Generous referral incentives of up to ₱42,000 depending on the role
• Enjoy work-life balance: 12 Vacation Leaves 12 Sick Leaves 1 Birthday Leave

A SNAPSHOT OF YOUR ROLE

As an Operations Manager at Acquire Intelligence, you will take ownership of the day-to-day performance of assigned Customer Experience and back-office programs, leading operational teams to consistently deliver on service levels, quality, productivity, and client commitments. This is a hands-on leadership role where your operational instincts, commercial awareness, and bias for action will directly shape business outcomes. You will work alongside the Operations Director, Client Partners, and cross-functional teams to solve operational challenges, drive continuous improvement, and build the kind of high-performing culture where both people and clients thrive. This is a day shift position, with occasional flexibility required to support client and business requirements. If you are a seasoned contact center and back-office professional ready to lead at the next level, this is the role for you.

YOUR DAILY RESPONSIBILITIES

• Lead day-to-day operations across assigned Customer Experience and back-office programs, ensuring consistent achievement of productivity, quality, SLA, and client contractual commitments
• Monitor operational performance trends and data, identifying risks and performance gaps and taking timely corrective action
• Build and maintain strong relationships with clients and internal stakeholders, serving as a key operational point of contact for assigned programs
• Manage escalations and client concerns with urgency and sound judgment, ensuring effective resolution and thorough follow-through
• Lead, coach, and develop Team Leaders and operational teams, setting clear performance expectations and leadership standards
• Drive employee engagement, performance management, talent development, and succession planning to build sustainable high-performing teams
• Analyze business processes and operational data to identify root causes, gaps, and opportunities to improve customer experience, efficiency, and quality
• Lead and support continuous improvement, process optimization, and automation initiatives across Customer Experience and back-office workflows
• Collaborate with Workforce, Finance, HR, Quality, IT, and Compliance functions to align staffing, controls, and business priorities
• Support client reviews, operational planning, and strategic initiatives alongside the Operations Director and Client Partners

A BIT ABOUT YOU

• 4 to 7 years of experience in BPO, contact center, shared services, or back-office operations, with a strong leadership background
• Proven experience leading Team Leaders and operational teams in a performance-driven environment
• Deep knowledge of contact center and back-office operations, including productivity, quality, SLA management, and customer experience
• Excellent communication and stakeholder management skills, with the ability to engage clients confidently and handle escalations effectively
• Strong analytical and problem-solving skills, with the ability to use data to drive operational decisions and performance improvements
• Hands‑on, proactive, and solution-oriented, with the ability to thrive in a fast‑paced and evolving environment
• Comfortable navigating complex business processes and working across multiple functions to deliver aligned outcomes
• Working knowledge of Accounts Payable, Accounts Receivable, invoicing, or reconciliation processes is highly desirable; a formal accounting background is not required
• Results‑oriented and accountable, with a genuine commitment to developing people and delivering strong client outcomes
• Adaptable and commercially aware, bringing energy and a bias for action to everything you do

WHAT WE VALUE

• Curious and Clever: Smart questions spark smart solutions.
• Entrepreneurial Energy: Think like an owner. Solve like a founder.
• Fast with Intent: We move fast and deliver real results.
• Laugh and Learn: We don't take ourselves too seriously, just our results.

Acquire Intelligence is an award‑winning, global business outsourcer with 10,000 staff and over 16‑years’ experience in delivering intelligent contact center and back‑office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We’re an entrepreneurial business that is highly experienced in working with our partners to solve real‑life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in‑house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work‑from‑Home environments, where client‑permitted. We’re recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we’re looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.