Senior Operations Leader — Scale Production & Delivery

Sutherland; Tarlac City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Sutherland in the Philippines is seeking a Senior Account Manager to drive delivery excellence, customer engagement, internal metrics, and reporting across large-scale production operations.

The role requires 8–10 years of managing operations or similar disciplines, strong communication, and the ability to manage multiple projects and a team of 150–200 FTEs in a dynamic environment. You will partner with cross-functional teams to implement process improvements and sustain high performance.

Qualifications

• 8 to 10 years of handling operations or similar disciplines with relevant project management experience.
• Experience in handling telco, billing, sales LOB.
• Strong verbal and written communication skills; able to communicate clearly and professionally.

Responsibilities

• Identify and drive organizational and cultural changes to adapt to changing market demands and initiatives.
• Partner with cross-functional teams to deploy process improvements and gather analytical insights.
• Communicate and present the scope of Sutherland's products to industry prospects.
• Address root causes of complex customer service issues to improve accuracy, productivity and quality.
• Maintain high standards of compliance and integrity in all business dealings.
• Lead interactions with customers during weekly and monthly performance reviews.
• Act as point of contact for first level of escalation and maintain client relationships.
• Work with leadership to determine strategies to achieve site goals.

Skills

Leadership

Communication

Project management

Operational excellence

Cross-functional collaboration

Job description

Sutherland in the Philippines is seeking a Senior Account Manager to drive delivery excellence, customer engagement, internal metrics, and reporting across large-scale production operations.

The role requires 8–10 years of managing operations or similar disciplines, strong communication, and the ability to manage multiple projects and a team of 150–200 FTEs in a dynamic environment. You will partner with cross-functional teams to implement process improvements and sustain high performance.