Senior Customer Care Operations Leader

Xerox Corporation; Cebu City; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Xerox Corporation in Cebu City is seeking an Operations Manager to lead the Customer Care operations, ensuring service excellence, SLA/KPI compliance, and data-driven improvements. You will manage multiple levels of specialists and analysts, driving performance and coaching leaders in a fast-paced, matrix environment.

The role requires strong leadership, analytical skills, and a track record of delivering cost-effective service improvements, with a focus on customer experience and operational

Qualifications

• Minimum 5+ years of experience in Customer Care, Client Operations, Service Delivery, or Operations Management.
• Experience managing customer-facing or service delivery teams, including multiple levels of contributors and team leaders.
• Experience communicating with senior-level stakeholders and internal partners.
• Experience using data and performance metrics to identify customer needs and drive recommendations.
• Experience developing operational plans and managing KPIs and service levels.

Responsibilities

• Directly manage Customer Care Senior Specialists, Specialists, Process Analysts, and Team Leaders, providing direction and development.
• Allocate resources to meet customer demand and business priorities.
• Ensure consistent execution of case management, escalation handling, and service delivery initiatives.
• Maintain accountability for customer satisfaction and quality of care across operations.
• Monitor compliance with SLAs, KPIs, and service standards; enforce processes.
• Review metrics to identify gaps and implement action plans to improve performance.
• Oversee reporting, dashboards, and data updates to support decision-making.
• Coordinate with cross-functional teams and stakeholders to address issues and improvements.

Skills

Analytical thinking

Team leadership

Stakeholder management

Communication

Operational planning

Performance management

Root cause analysis

Education

BA/BS/BBA in Business/Management

MBA with finance/administration/operations

PMP / ITIL / Six Sigma / Lean / TQM certs

Tools

MS Office

Reporting & Dashboard tools

Job description

Xerox Corporation in Cebu City is seeking an Operations Manager to lead the Customer Care operations, ensuring service excellence, SLA/KPI compliance, and data-driven improvements. You will manage multiple levels of specialists and analysts, driving performance and coaching leaders in a fast-paced, matrix environment.

The role requires strong leadership, analytical skills, and a track record of delivering cost-effective service improvements, with a focus on customer experience and operational