Operations Team Manager

IONOS; Cebu City; Sur place; PHP 670 000 - 1 004 000; Plein temps

Avantages offerts par ce poste

Competitive salary + bonuses

Generous paid time off

Healthcare and Life Insurance coverage

Above industry standard benefits

Monthly and Quarterly Engagement Activ

Work-Life Balance

Training and Development

Résumé du poste

IONOS in Cebu City, Philippines, is seeking a seasoned Team Lead for Customer Service to guide a diverse group of professionals and drive operational excellence. You will set standards for customer orientation, empower your team, and uphold IONOS values while delivering outstanding service.

You will coach, recruit, and onboard new members, monitor KPIs, and collaborate with IT/IS, TPQI, SAS, and Admin to improve processes and outcomes.

Qualifications

• 5-7 years team lead experience.
• Education or training in Computer Science , IT or equivalent experience
• Excellent English verbal and written communication skills.

Responsabilités

• Coach and develop team members through regular 1-to-1s, structured feedback, and individual development plans.
• Drive team engagement, wellbeing, and inclusion — fostering a psychologically safe, high-performing environment.
• Manage performance proactively: recognise achievement and address underperformance constructively and on time.
• Lead recruitment and onboarding of new team members to the required standard.
• Champion customer-centric thinking, ensuring consistent delivery against quality, satisfaction, and productivity targets.
• Monitor KPIs and team metrics; identify trends and implement targeted improvement actions.
• Own escalation management — resolving complex customer or operational issues swiftly, fairly, and in line with IONOS procedures.
• Process and submit operational and administrative tasks accurately and on time.
• Identify and drive process improvements that enhance the customer experience and team efficiency.
• Share insights and best practices across functions; collaborate proactively with IT/IS, TPQI, SAS, and Admin.
• Attend cross-functional meetings and contribute to broader organisational initiatives and retention activities.

Connaissances

Team leadership

English proficiency

Formation

Computer Science / IT background

Description du poste

At IONOS, the leading European provider of cloud infrastructure, cloud services and hosting services, you will work together with a wide range of teams. We are characterized by open structures, a friendly working culture and flat hierarchies with a strong team spirit. We firmly believe that work and fun are compatible, and offer you the right environment for this. Our constant growth means that we are always looking for new colleagues. Become part of IONOS and grow with us.

Qualifications:

• 5-7 years Team lead experience
• Education or training in Computer Science , IT or equivalent experience
• Excellent English verbal and written communication skills

Goals of this role:

Lead and develop a team of customer service professionals to deliver exceptional customer experiences and operational excellence. As a first-line leader, you set the standard for customer orientation, uphold IONOS values, and create an environment where people and performance thrive.

Responsibilities:

• Coach and develop team members through regular 1-to-1s, structured feedback, and individual development plans.
• Drive team engagement, wellbeing, and inclusion — fostering a psychologically safe, high-performing environment.
• Manage performance proactively: recognise achievement and address underperformance constructively and on time.
• Lead recruitment and onboarding of new team members to the required standard.

Customer & Operational Excellence

• Champion customer-centric thinking, ensuring consistent delivery against quality, satisfaction, and productivity targets.
• Monitor KPIs and team metrics; identify trends and implement targeted improvement actions.
• Own escalation management — resolving complex customer or operational issues swiftly, fairly, and in line with IONOS procedures.
• Process and submit operational and administrative tasks accurately and on time.
• Identify and drive process improvements that enhance the customer experience and team efficiency.
• Share insights and best practices across functions; collaborate proactively with IT/IS, TPQI, SAS, and Admin.
• Attend cross-functional meetings and contribute to broader organisational initiatives and retention activities.

Governance & Reporting

• Deliver accurate, timely performance reports to senior leadership and act on outcomes.
• Uphold IONOS values, ethical standards, and brand integrity in all internal and external interactions.

Job and Company Highlights:

• Competitive salary + bonuses
• Generous paid time off
• Healthcare and Life Insurance coverage on day 1
• Above industry standard company and statutory benefits
• Monthly and Quarterly Engagement Activities
• Work-Life Balance
• Training and Development