Senior Operations Manager – Digital Operations

eClerx Philippines, Inc.; Muntinlupa; On-site; PHP 1,500,000 - 3,000,000; Full time

Job summary

eClerx Philippines, Inc. seeks a Senior Operations Manager – Digital Operations to lead service delivery across assigned digital accounts in Alabang, Muntinlupa City.

You will oversee people, processes, performance, and client relationships across digital marketing, content operations, e-commerce, or analytics, translating client objectives into delivery plans and driving profitability. The role requires 8+ years in digital operations, 3+ years of managerial experience, strong client management

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, IT or related field or equivalent experience.
• At least 8 years in digital operations, digital marketing services, content or e-commerce operations, or related service delivery.
• At least 3 years of managerial experience leading managers or multiple delivery teams.
• Proven experience managing client-facing operations within a BPO, shared services, agency, or global delivery organization.
• Knowledge of digital service areas such as paid media, SEO/SEM, social media operations, content management, or analytics.

Responsibilities

• Lead day-to-day operations across assigned accounts ensuring SLAs and quality targets are met.
• Translate client requirements into operating plans, staffing models, and measurable targets.
• Oversee capacity planning, resource allocation, and business continuity.
• Resolve delivery issues and drive corrective actions.
• Act as senior client contact and align on priorities, scope and opportunities.
• Lead operational reviews, present performance results, risks, and improvement plans.
• Collaborate with Technology, Quality, WFM, HR, Talent Acquisition, Finance and other teams.
• Coach and develop operations managers and delivery teams.
• Support hiring, onboarding, capability development, and retention initiatives.
• Own dashboards and use data to identify trends and drive decisions.
• Manage budgets, staffing costs, utilization, profitability and forecasts.
• Identify opportunities to automate and standardize processes for efficiency.
• Partner with experts to implement digital tools and AI-enabled solutions with quality controls.
• Maintain process documentation and ensure compliance with data privacy and security standards.
• Track client satisfaction, service levels, and operational performance.

Skills

People management

Client relationship management

Analytical thinking

Strategic planning

Education

Bachelor’s degree in Business Administration or related

Tools

Project management tools

Job description

About the role

As Senior Operations Manager – Digital Operations, you will lead service delivery across assigned digital accounts in Alabang, Muntinlupa City. You will oversee people, processes, performance, and client relationships across digital marketing, campaign management, content operations, creative production, e-commerce, or digital analytics services. The role is responsible for translating client objectives into effective delivery plans while driving operational excellence, client satisfaction, business growth, and sustainable profitability.

Key responsibilities

• Lead day-to-day operations across assigned accounts, ensuring service-level agreements, quality standards, productivity targets, and delivery timelines are achieved.




• Translate client requirements into operating plans, workflows, staffing models, and measurable performance targets.




• Oversee workforce planning, capacity management, resource allocation, business continuity, account transitions, project launches, and operational ramp-ups.




• Resolve delivery issues and escalations through timely corrective and preventive actions.




• Serve as a senior point of contact for client stakeholders and maintain alignment on priorities, requirements, scope, and service expansion opportunities.




• Lead operational and business reviews, presenting performance results, risks, forecasts, and improvement plans.




• Collaborate with Technology, Quality, Workforce Management, HR, Talent Acquisition, Finance, and other internal teams.




• Lead, coach, and develop operations managers, team leaders, and delivery teams through clear accountability, performance expectations, and development plans.




• Build succession plans, strengthen leadership capability, and support hiring, onboarding, capability development, employee engagement, and retention.




• Own operational dashboards and use data to identify trends, address performance gaps, and support business decisions.




• Manage account budgets, staffing costs, utilisation, productivity, profitability, operational forecasts, staffing projections, and management reports.




• Identify opportunities to simplify workflows, standardise processes, introduce appropriate automation, and deliver sustainable cost and efficiency improvements.




• Partner with technology and subject matter experts to implement digital tools and AI-enabled solutions with suitable quality controls.




• Maintain process documentation, reporting accuracy, and adherence to client requirements and company policies.




• Ensure teams follow applicable data privacy, information security, and access management standards.




• Track client satisfaction, service levels, quality, delivery commitments, productivity, financial performance, employee engagement, retention, successful transitions, and process improvements.

What we're looking for

• Bachelor’s degree in Business Administration, Marketing, Communications, Information Technology, or a related field, or equivalent relevant experience.




• At least 8 years of relevant experience in digital operations, digital marketing services, creative or content operations, e-commerce, or a related service delivery environment.




• At least 3 years of managerial experience, including leading managers or multiple delivery teams.




• Proven experience managing client-facing operations within a BPO, shared services, agency, or global delivery organisation.




• Working knowledge of one or more digital service areas, such as paid media, SEO/SEM, social media operations, content management, creative production, e-commerce, or digital analytics.




• Demonstrated ability to manage service levels, workforce capacity, budgets, and operational performance.




• Strong client management, communication, analytical, and problem-solving skills.




• Experience leading transitions, scaling teams, and implementing process improvements.




• Willingness to work schedules aligned with client and business requirements.




• Experience managing multiple accounts or international clients is preferred.




• Exposure to automation, AI-assisted workflows, digital transformation initiatives, reporting, analytics, workflow management, or project management tools is preferred.




• Relevant certifications in project management, Lean Six Sigma, or digital platforms are an advantage.