Operations Manager, Customer Service Department (2-year contract, convertible)

VeSync; Makati; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

VeSync in the Philippines is seeking an Operations Manager, Customer Service, to lead day-to-day CS operations and drive continuous improvement across KPI governance, processes, and systems. You will guide direct reports and partner with cross-functional teams to elevate customer experience and operational performance.

You'll own Salesforce Service Cloud, design scalable SOPs, and mentor a growing team of CSR I/II and CS Order Coordinator roles.

Qualifications

• 5+ years in customer service operations or related field.
• 2+ years in a people leadership or operations management role.
• Experience leading process improvement initiatives and operational projects.
• Experience with CRM or contact center technologies; Salesforce Service Cloud preferred.
• Strong KPI, performance management, and data-driven decision making.

Responsibilities

• Directly manage and develop Customer Service employees, including coaching and performance reviews.
• Establish and maintain operational KPI frameworks and performance targets.
• Design and implement process improvements to increase efficiency and customer satisfaction.
• Serve as the business owner for Salesforce Service Cloud and other CS systems.
• Lead cross-functional projects and communicate findings to leadership.

Skills

People leadership

Operational leadership

Strategic thinking

Data analysis

Project management

Cross-functional collaboration

Root cause analysis

Communication

Excel

Salesforce Service Cloud

Tools

Salesforce Service Cloud

Excel

Job description

VeSync is a portfolio company with brands that cover different categories of health & wellness products. We wouldn’t be surprised if you have one of our Levoit air purifiers in your living room or a COSORI air fryer whipping up healthy and delicious meals for you every night.

We’re a young and energetic company, we’ve had tremendous success, and we are constantly growing our team. As we garner more industry attention - just check out our accomplishments and awards by CES Innovation, iF Design, IGA, and Red Dot - we also need driven and talented people to join our team.

That brings us to you, and what you’ll be joining. Our teams are smart and diligent and take ownership of their work - they’re confident in their work but know how to collaborate with open ears and a spirit of learning. If you’re down-to-earth, approachable, and easy to strike up a conversation with, this may be a great fit for you.

Check out our brands:

Position Overview:

• The Operations Manager, Customer Service is responsible for leading the day-to-day operations and continuous improvement of the Customer Service organization. This role oversees team performance, operational processes, KPI governance, quality and productivity outcomes, and the effective use of customer service systems and tools.
• The Operations Manager partners with Customer Service leadership and cross-functional stakeholders to improve efficiency, customer experience, and operational performance. The role also leads operational projects, drives root cause analysis and corrective actions, and develops team capabilities to support the organization's business objectives.
• The position has direct reports within the Customer Service organization, including CSR I, CSR II, and/or CS Order Coordinator roles, and may provide operational leadership and support across the broader Customer Service organization as needed.

Key Responsibilities:

Operations & People Leadership

• Directly manage and develop Customer Service employees, including coaching, performance management, career development, and employee engagement.
• Establish clear performance expectations and ensure team performance aligns with departmental goals and service standards.
• Review operational performance regularly and take appropriate action to address performance gaps.
• Partner with Training and QA to address recurring performance, knowledge, and quality gaps.
• Support hiring, onboarding, development planning, and performance review processes for direct reports.
• Promote a culture of accountability, continuous improvement, and customer-centric service.

KPI & Performance Management

• Establish and maintain operational KPI frameworks and performance targets aligned with departmental and business objectives.
• Monitor key customer service metrics, including service level, productivity, resolution time, quality, customer satisfaction, backlog, and other applicable measures.
• Analyze performance trends and identify significant variances, risks, and opportunities.
• Lead regular performance reviews and translate operational data into actionable recommendations.
• Ensure appropriate action plans are developed, tracked, and completed for identified performance gaps.

Process & Continuous Improvement

• Design and implement process improvements that increase efficiency, accuracy, productivity, and customer satisfaction.
• Govern Customer Service SOPs, visual workflows, and process documentation to ensure they remain accurate and aligned with current processes.
• Conduct root cause analysis for recurring operational issues and develop sustainable corrective and preventive actions.
• Identify opportunities to simplify workflows, eliminate unnecessary steps, reduce resolution time, and improve the customer experience.
• Evaluate the impact of process changes and continuously assess effectiveness after implementation.

Systems & Technology

• Serve as the business owner and primary operational subject matter expert for Salesforce Service Cloud and other Customer Service systems.
• Maintain and optimize operational reports, dashboards, workflows, and system processes in partnership with IT or system administrators.
• Identify opportunities to leverage automation, AI, integrations, and other technologies to improve efficiency and customer experience.
• Support user acceptance testing and implementation of system enhancements and new technologies.
• Participate in the evaluation and selection of Customer Service tools and technologies based on operational requirements and business value.

Project & Cross-Functional Leadership

• Lead or support complex operational projects, including system implementations, process changes, and strategic Customer Service initiatives.
• Define project requirements, success measures, milestones, risks, and dependencies for assigned initiatives.
• Serve as the primary Customer Service Operations representative in cross-functional initiatives involving Product, Marketing, IT, Legal, and other stakeholders.
• Present operational findings, recommendations, and improvement options to Customer Service leadership and other stakeholders.
• Ensure operational changes are effectively communicated, implemented, and adopted by impacted teams.

Organizational Development

• Mentor and develop operational talent and future Customer Service leaders.
• Identify capability gaps and partner with Training and QA to develop appropriate interventions.
• Support succession planning and development of high-potential employees.
• Promote knowledge sharing and consistent operational practices across the Customer Service organization.

Requirements:

• 5+ years of experience in customer service operations, contact center operations, or a related field.
• 2+ years of experience in a people leadership or operations management role.
• Proven experience managing direct reports, including coaching, performance management, employee development, and performance reviews.
• Experience leading process improvement initiatives, operational projects, or customer service transformation initiatives.
• Experience working with CRM and/or contact center technologies; Salesforce Service Cloud experience is preferred.
• Strong operational leadership and people management skills.
• Strategic and analytical mindset with the ability to translate data into actionable business decisions.
• Strong root cause analysis and problem-solving capabilities.
• Strong understanding of customer service KPIs, performance management, and contact center operations.
• Strong process improvement and change management capabilities.
• Strong business acumen with the ability to evaluate operational impact, cost, efficiency, and customer experience.
• Excellent written and verbal communication skills, with the ability to present recommendations and influence stakeholders.
• Strong project management and cross-functional collaboration skills.
• Proficiency in Excel and operational reporting/analytics tools.
• Working knowledge of Salesforce Service Cloud or similar CRM platforms.
• Ability to balance strategic priorities with hands‑on operational execution.

This role will initially follow a schedule aligned with US business hours (8:30 AM to 5:30 PM US time), which corresponds to 11:30 PM to 8:30 AM Philippine time. Working hours may be adjusted based on operational requirements and regional support needs.