Operations Manager (Customer Support)

Propeller; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

HMO medical insurance

Paid vacation & sick leave

Paid parental leave

Annual development budget

Mentorship program

WFH equipment provided

Monthly WFH allowance

Employee share options

Job summary

Propeller is seeking an Operations Manager to lead our 24/7 customer support across chat and email. You will align service standards with the broader customer experience strategy while coaching a growing team in a fast-paced, global environment.

You’ll use AI to improve speed and quality, identify risks and resourcing gaps, and partner with cross-functional teams to implement scalable processes. A hands-on leader who values psychological safety will help propel Propeller’s mission.

Qualifications

• Confident people leadership with coaching and accountability.
• Strong operational judgment to spot gaps and drive improvements.
• Hands-on knowledge of support tools and systems (Zendesk/Sling/Notion) to improve visibility and performance.
• Curiosity and confidence with AI to enhance speed and quality of service.
• Genuine passion for developing people and growing careers.
• Strong cross-functional collaboration across Customer Success, Geospatial Solutions, People, and other teams.
• Data-informed approach using support metrics and trends to drive outcomes.

Responsibilities

• Lead our 24/7 chat and email support operations and align with customer experience strategy.
• Own key initiatives, identify risks and resourcing gaps, report progress to leadership.
• Act as hands-on player-coach to guide the team through complex scenarios.
• Mentor team members, set goals, conduct regular 1:1s, and provide feedback.
• Identify workflow bottlenecks and partner to implement automation and improvements.
• Foster a healthy, accountable team culture aligned with Propeller’s values.

Skills

People leadership

Operational judgment

Support tools & systems

AI adoption & workflows

Developing people

Cross-functional collaboration

Data-driven decision making

Tools

Zendesk

Sling

Notion

Job description

Job Description - Operations Manager (Customer Support)

Description

About

Propeller is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and money. We do this through the power of maps.

Our customers use Propeller’s integrated hardware and software products to capture accurate 3D versions of their worksites. With over 50,000 worksites worldwide using Propeller’s smart survey technology, we empower project teams to map, measure, and manage site activity.

Propeller empowers everyone to approach, own, and solve problems creatively. We’re data nerds who care about impact, honesty, and each other. We take pride in being a great place to work. We are proud to be recipients of BI Group's Excellence in Customer Experience award and Inspiring Workplaces of Australasia, being recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor.

Your Mission

As an Operations Manager, you'll own and drive Propeller's 24/7 customer service operations, making sure every customer relying on Propeller's platform and services gets fast, thoughtful help around the clock. This is a people-and-process role as you will lift team performance, engagement, and accountability as an integral part of our global support team, and help shape how we use AI to deliver an even better customer experience.

Your Responsibilities

• Lead our 24/7 support operations: Set the direction for Propeller’s 24/7 chat and email support function, ensuring team goals, service standards, and ways of working align with Propeller’s broader customer experience strategy.
• Drive operational performance: Own key customer service initiatives, identify risks or resourcing gaps, and communicate progress, trade‑offs, and recommendations clearly to Support Leadership and cross‑functional stakeholders.
• Lead with high context and presence: Act as a hands‑on player‑coach who can roll up their sleeves when needed, confidently guide the team through complex scenarios, and collaborate seamlessly across cross‑functional departments.
• Coach and develop the team: Mentor team members, set clear expectations and goals, run regular 1:1s, provide timely feedback, and support strong performance and growth across the team.
• Optimise processes and systems: Identify workflow bottlenecks across chat and email channels, then partner with Support Leadership to implement automation and process improvements that increase speed, quality, and consistency.
• Build a healthy, accountable team culture: Foster a positive, psychologically safe environment where team members feel supported, accountable, and connected to Propeller’s values as the function scales.

Requirements

Your Skills

• You bring confident people leadership, with experience coaching team members, developing emerging leads, setting clear expectations, and building accountability in a growing team.
• You bring strong operational judgement, with the ability to spot process gaps, prioritise improvements, and turn day‑to‑day support challenges into scalable ways of working.
• You bring hands‑on knowledge of support tools and systems, such as Zendesk, Sling, Notion, or similar platforms, and know how to use them to improve team visibility, planning, and performance.
• You bring curiosity and confidence with AI, with the ability to champion adoption, experiment with new workflows, and help the team use AI to improve speed, quality, and customer experience.
• You bring a genuine passion for developing people, creating an environment where team members feel supported, engaged, and able to grow in their careers.
• You bring strong cross‑functional collaboration skills, with the ability to work effectively across our teams in Customer Success, Geospatial Solutions, People, and other stakeholders.
• You bring a data‑informed approach, using insights from support metrics, customer trends, and team performance to make better decisions and drive meaningful outcomes.

Bonus points if you bring

• Experience implementing AI‑enabled workflows, especially in customer support, operations, or service delivery environments.
• Experience working in a SaaS or start‑up environment, where teams move quickly, priorities shift, and scalable processes matter.
• Exposure to construction, earthworks, GIS, mapping, surveying, or similar technical industries, giving you helpful context for Propeller’s customers and products.

Benefits

• HMO gold medical insurance
• Paid vacation and sick leave
• Paid parental leave policies
• Annual professional development budget and leave
• The opportunity to take part in our mentorship program
• WFH equipment provided
• Monthly WFH allowance
• Employee share options