Senior Operations Manager - Customer Care

Intogreat Solutions; Quezon City; On-site; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

HMO from day 1

20 days PTO

Wellness programs

Job summary

Intogreat Solutions is seeking a Senior Operations Manager to lead large customer care operations onsite with a European shift. The role focuses on driving performance, developing leaders, and delivering strong service outcomes for luxury travel clients.

The successful candidate will build robust governance, manage Workforce Management, and implement continuous improvement initiatives across a high-visibility operation.

Qualifications

• Minimum 3 years' experience in an Operations Manager role
• Strong contact centre leadership experience
• Proven ability to lead large teams in customer service
• Demonstrated stakeholder management and relationship-building capabilities
• Solid background in Workforce Management, Quality, Real-Time Management, Team Leadership, or Performance Management
• Experience driving performance, attendance, productivity, and service improvements
• Strong coaching, leadership, and people development skills

Responsibilities

• Lead large customer support and service operations
• Drive performance across service, quality, productivity, attendance, and customer outcomes
• Develop and mentor Team Leaders and Operations Leaders
• Build strong internal and external stakeholder relationships
• Lead workforce planning, governance, and performance initiatives
• Manage escalations, service recovery, and operational risk
• Foster accountability, engagement, and continuous improvement
• Ensure attendance and people management processes are executed consistently

Skills

Operations leadership

Contact center

Team development

Stakeholder management

Workforce management

Performance improvement

People coaching

Job description

Senior Operations Manager - Customer Care

Full-Time | Onsite | European Shift

Intogreat Solutions is a growing BPO provider partnering with clients across Australia, New Zealand, Europe, and the US. We connect talented professionals with exciting career opportunities that support high-performing global teams.

Our premium client, a fast-growing leader in the luxury travel service space, is expanding, and we’re seeking a standout Senior Operations Manager to be part of their journey. This is a highly visible leadership role for someone who enjoys building trust, developing leaders, and creating the right rhythm, structure, and energy for teams to do their best work.

What You’ll Be Responsible For

• Leading large customer support and service operations
• Driving performance across service, quality, productivity, attendance, and customer outcomes
• Managing and developing Team Leaders and Operations Leaders
• Building strong internal and external stakeholder relationships
• Leading workforce planning, operational governance, and performance improvement initiatives
• Managing escalations, service recovery, and operational risk
• Creating a culture of accountability, engagement, and continuous improvement
• Ensuring attendance, return-to-work, and people management processes are consistently executed

What We’re Looking For

Essential:

• Minimum 3 years' experience in an Operations Manager role
• Strong contact centre leadership experience
• Demonstrated experience leading large teams within a customer service environment
• Proven stakeholder management and relationship-building capability
• Strong background across operational disciplines such as Workforce Management, Quality, Real-Time Management, Team Leadership, or Performance Management
• Experience driving performance, attendance, productivity, and service improvements
• Strong coaching, leadership, and people development skills

Preferred:

• Experience in BPO, outsourcing, customer experience, shared services, or large-scale service operations
• Experience working in a 24/7 environment

Why Join IntoGREAT?

• Lead a critical, high-impact operation where your leadership will be visible and valued across senior leaders, clients, and key stakeholders.
• Join a growing global organisation where you can build capability, influence meaningful outcomes, and help shape the future of service delivery.
• Enjoy a competitive compensation package with comprehensive benefits aligned with market standards, including HMO from day 1 for you and up to 2 dependents.
• Receive 20 days paid time off, with additional leave earned per year of service, plus wellness programs that support work-life balance and personal productivity.
• Grow your career in a supportive environment with access to training, mentorship, and leaders who recognise strong performance and back you to succeed.

Role Details

Work set up: Full time, 100% Onsite

Schedule: European Shift