Senior Service Delivery Manager — Wellness AI & Ops Lead

SupportNinja; Pampanga; On-site; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Day 1 Health Coverage: HMO

Dependent Coverage

Life Insurance

Retirement Savings Plan with company-m

Onsite with equipment & free meals

Job summary

SupportNinja in Clark, Pampanga is seeking a Senior Service Delivery Manager to oversee day-to-day operations, lead AI transformation projects, and optimize resources while sustaining client relationships and financial targets.

The role leads a multi-tier team in a fast-paced Wellness campaign, driving performance, profitability, and continuous improvement with a strong focus on operational excellence and strategic direction.

Qualifications

• SSDM experience with AI transformation in Wellness campaigns
• Minimum 2 years in senior operations/leadership within call center
• Strong commercial understanding and accountability for profit & budgets
• Proven ability to lead multi-tier teams of managers, supervisors and frontline staff
• Education baseline: high school diploma or equivalent
• Exceptional organizational, planning, time management and analytical skills
• Strong written and verbal communication and interpersonal abilities
• Proficient with computers and various software applications
• Schedule alignment: able to work mostly US hours (Mon-Fri) with flexibility in Clark, Pampanga

Responsibilities

• Lead and coach a multi-tier team in a fast-paced Wellness campaign.
• Spearhead AI transformation projects: conversational AI, LLM deployment, automated routing, bot optimization.
• Set performance expectations, monitor KPIs and SLAs.
• Manage key client relationships as primary operational contact and identify growth opportunities.
• Oversee budgets, resource allocation and forecasting to meet targets and margins.
• Identify root causes, drive corrective actions, and automate processes where possible.
• Develop and implement operational strategies, risk controls, and business continuity plans.
• Identify training needs to grow team capabilities and staff development.

Skills

AI Transformation

People Leadership

Operations Leadership

Budgeting & Forecasting

Client Relationship Management

Process Improvement

Communication Skills

Analytical Skills

Education

High school diploma or equivalent

Bachelor's degree in Business Administration or related field

MBA (preferred)

Six Sigma Black Belt (preferred)

Job description

SupportNinja in Clark, Pampanga is seeking a Senior Service Delivery Manager to oversee day-to-day operations, lead AI transformation projects, and optimize resources while sustaining client relationships and financial targets.

The role leads a multi-tier team in a fast-paced Wellness campaign, driving performance, profitability, and continuous improvement with a strong focus on operational excellence and strategic direction.