Senior Operations Manager - CX & Client Delivery

Concentrix; Pasig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Concentrix is seeking an experienced Senior Operations Leader in Metro Manila (Pasig) to guide day-to-day BPO/CX operations, ensuring timely SLA delivery and high levels of employee and customer satisfaction.

You will establish client engagements, organize resources, and report on performance while driving continuous improvement, mentoring team leads, managing staffing and training, and aligning governance with client strategies for future growth.

Qualifications

• Cumulative 7+ years of relevant work experience in a BPO or CX setting/industry.
• At least 5 years of demonstrated leadership or management experience.
• Alternative: 2-3 years in the same role or capacity.

Responsibilities

• Manage operations to ensure seamless delivery and high SLA satisfaction.
• Establish and manage relationships with clients.
• Organize resources, set goals, execute strategies and report.
• Follow governance, escalation and communication plans.
• Ensure team members meet job standards and receive training.
• Coach and mentor team leads; hire and develop leaders.
• Oversee staffing, attendance, and scheduling; monitor performance.
• Grow client partnerships and drive continuous improvement initiatives.
• Lead business reviews and provide regular updates to clients.

Job description

Concentrix is seeking an experienced Senior Operations Leader in Metro Manila (Pasig) to guide day-to-day BPO/CX operations, ensuring timely SLA delivery and high levels of employee and customer satisfaction.

You will establish client engagements, organize resources, and report on performance while driving continuous improvement, mentoring team leads, managing staffing and training, and aligning governance with client strategies for future growth.