Operations Manager (BPO-Logistics)

Lean Solutions Group; Taguig; Hybrid; PHP 1,000,000 - 1,800,000; Full time

Job summary

Lean Solutions Group (LSG) is seeking an experienced BPO Operations Manager - Logistics to oversee day-to-day logistics support within a BPO environment. You will ensure high-quality freight management, order fulfillment, shipment tracking, and customer service while meeting SLAs and KPIs.

You will manage cross-functional teams, drive operational excellence, and apply logistics domain knowledge to optimize efficiency, productivity, and client satisfaction, while complying with company and

Qualifications

• Bachelor's degree required or equivalent experience in related field.
• 5+ years of BPO/Operations experience.
• 2–3 years in a managerial or leadership role.
• Demonstrated logistics and supply chain account/processes.
• Strong familiarity with logistics systems and KPIs like OTIF, CSAT, SLA.

Responsibilities

• Lead and develop operations teams to meet SLAs, KPIs, and logistics targets.
• Oversee end-to-end logistics support workflows including order intake, dispatch, tracking, and carrier communication.
• Drive process improvements and SOPs to boost efficiency and accuracy.
• Handle high-level escalations and complex logistics issues for rapid resolution.
• Partner with external clients and internal stakeholders to align objectives.
• Monitor metrics and deliver data-driven performance reports to leadership.
• Collaborate with HR, Training, Quality, and IT to align training and tech needs.
• Ensure compliance with security protocols and regulatory standards.

Skills

Leadership

Strategic thinking

Process optimization

Stakeholder management

Analytical skills

Communication

Change management

People development

Education

Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or related field

Tools

TMS

WMS

ERP (SAP/Oracle)

Call center tools

Job description

Join Our Team at Lean Solutions Group (LSG)!

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.

At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise.

Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.

Job Summary

TheBPO Operations Manager - Logisticsis responsible for overseeing day-to-day business and logistics support operations within a BPO environment. This role ensures the seamless delivery of high-quality logistics service solutions—including freight management, order fulfillment support, shipment tracking, and customer service—while meeting strict SLAs and KPIs.

By managing cross-functional teams, driving operational excellence, and leveraging logistics domain knowledge, the Operations Manager optimizes efficiency, productivity, and client satisfaction while upholding company and regulatory standards.

Key Responsibilities & FunctionsOperations & Logistics Management

• Lead, manage, and develop operations teams to consistently hit client Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and logistics operational targets.

• Oversee end-to-end logistics support workflows, includingorder intake, dispatch coordination, tracking/tracing, freight exception management, and carrier communication.

• Drive process improvements, standard operating procedures (SOPs), and supply chain best practices to enhance service efficiency and accuracy.

• Handle high-level escalations and complex logistics issues (e.g., shipment delays, inventory discrepancies, carrier disputes) to ensure rapid resolution.

Team Leadership & Development

• Coach, mentor, and develop Team Leaders, Supervisors, and frontline staff to foster career growth and peak performance.

• Oversee workforce management (WFM), shift scheduling, and resource allocation to adapt to seasonal logistics spikes and shifting volume demands.

• Build a positive work environment centered on continuous improvement, cross-team collaboration, and employee retention.

Client & Stakeholder Management

• Partner directly with external logistics clients and internal stakeholders to align on strategic objectives, review performance, and address evolving business needs.

• Monitor operational metrics and deliver insightful performance reports and data-driven recommendations to senior leadership and clients.

• Collaborate closely with internal support teams (HR, Training, Quality, and IT) to align logistics domain training and technology needs with operational goals.

• Ensure strict compliance with BPO security protocols, client SLAs, and relevant supply chain/logistics regulatory standards.

Qualifications & Requirements

• Education:Bachelor's degree in Supply Chain Management, Logistics, Business Administration, or a related field (preferred).

• Experience:

• Minimum of5 yearsof BPO operations experience, with at least2-3 years in a managerial or leadership role.

• Demonstrated expertise managingLogistics, Freight, Fleet, Transportation, or Supply Chainaccounts/processes.

• Technical & Domain Knowledge:

• Strong familiarity with Logistics Management Systems (TMS, WMS, ERPslike SAP or Oracle)and call/contact center tools.

• Deep understanding of BPO metrics (CSAT, SLA, AHT, QA) paired with key logistics performance metrics (On-Time In-Full / OTIF, First Contact Resolution, Exception Handling Speed).

• Skills:

• Proven ability to lead, scale, and motivate mid-to-large-sized teams in a fast-paced environment.

• Exceptional analytical, problem-solving, and process-optimization skills (Lean/Six Sigma knowledge is a plus).

• Outstanding verbal and written communication and stakeholder management abilities.

• Flexibility to manage shifting client requirements, seasonal volume surges, and 24/7 or rotational shift schedules.