Senior Customer Care Operations Leader

Xerox Philippines; Cebu City; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

Xerox Philippines is seeking an Operations Manager to lead and manage the overall Customer Care operations team, including Senior Specialists, Specialists, Process Analysts, and Team Leaders. You will ensure SLA/KPI compliance, drive continuous improvement, and act as the primary escalation point for critical issues.

You will allocate resources, monitor performance, develop action plans, report on metrics, and partner with cross-functional teams to deliver exceptional customer experience while

Qualifications

• BA/BS/BBA in business, management, operations, or equivalent.
• MBA is a plus; PMP/ITIL/Six Sigma/Lean/TQM certs are preferred.
• Experience in matrix organizations and cross-functional collaboration.

Responsibilities

• Lead and manage Customer Care operations teams across roles.
• Allocate resources to meet demand and commitments.
• Ensure SLAs, KPIs, service standards are met and processes followed.
• Provide escalation support for complex issues and drive continuous improvement.
• Coordinate with cross-functional teams to address feedback and gaps.
• Deliver regular performance reviews and data-driven insights.

Skills

Analytical skills

Operational background

People management

Leadership

Communication

Stakeholder management

Change management

Problem solving

Cross-functional collaboration

Education

BA/BS/BBA in Business/Management/Operations

MBA (plus)

PMP/ITIL/Six Sigma/Lean/TQM certification (preferred)

Tools

Microsoft Office Suite

Reporting and dashboards

Job description

Xerox Philippines is seeking an Operations Manager to lead and manage the overall Customer Care operations team, including Senior Specialists, Specialists, Process Analysts, and Team Leaders. You will ensure SLA/KPI compliance, drive continuous improvement, and act as the primary escalation point for critical issues.

You will allocate resources, monitor performance, develop action plans, report on metrics, and partner with cross-functional teams to deliver exceptional customer experience while