Senior Operations Leader - Drive Service Excellence

HRTX; Cebu City; Hybrid; PHP 892,800 - 1,116,000; Full time

Job summary

A leading operations firm is looking for a Senior Operations Manager in Cebu City. This role involves leading multiple customer-facing teams to ensure strong operational performance and high-quality customer outcomes. The ideal candidate will have a Bachelor's degree and over 5 years of leadership experience in customer operations. Responsibilities include managing team performance, driving operational targets, and ensuring compliance with standards. The position offers a hybrid work setup, allowing flexibility while maintaining effective service delivery.

Qualifications

• 5+ years of leadership experience, including managing managers.
• Background in customer operations, service delivery, or performance-led environments.
• Hands-on exposure to customer management platforms, lead or case handling tools.

Responsibilities

• Lead overall operational performance across assigned teams.
• Manage and develop Team Managers through regular coaching and performance reviews.
• Drive consistent execution of operational targets and service standards.
• Oversee daily operations and resolve performance or delivery issues.
• Partner with Workforce, QA, Training, IT, and Support teams to improve efficiency.
• Review reports, identify trends, and implement corrective actions.

Skills

Leadership

Problem-solving

Strong English communication

People management

Education

Bachelor's degree or equivalent experience

Job description

A leading operations firm is looking for a Senior Operations Manager in Cebu City. This role involves leading multiple customer-facing teams to ensure strong operational performance and high-quality customer outcomes. The ideal candidate will have a Bachelor's degree and over 5 years of leadership experience in customer operations. Responsibilities include managing team performance, driving operational targets, and ensuring compliance with standards. The position offers a hybrid work setup, allowing flexibility while maintaining effective service delivery.