Senior Service Delivery Manager - Wellness AI & Ops Leader

SupportNinja; Philippines; On-site; PHP 5,762,000 - 9,603,000; Full time

Benefits offered by this job

Day 1 Health Coverage

Life Insurance Coverage

Retirement Savings Program

PTO + Birthday Leave

Onsite equipment

Job summary

SupportNinja is seeking a Senior Service Delivery Manager to oversee day-to-day operations, lead a multi-tier team, and drive AI transformation within a Wellness campaign. You will partner with clients as the primary operational contact, manage budgets and SLAs, and ensure continuous improvement across processes.

The role requires hospitalities in an onsite Clark, Pampanga setting with US-hours alignment, a strong leadership track record, and a focus on profitability and service excellence.

Qualifications

• SSDM experience (2+ years) on AI transformation initiatives or Wellness campaigns.
• 2+ years in a senior operations/leadership role within a call center.
• Strong commercial understanding with accountability for profit targets and financials.
• Proven track record leading multi-tier teams in fast-paced environments.
• High school diploma or equivalent is required.

Responsibilities

• Oversee day-to-day operations and lead a multi-tier team in a Wellness campaign.
• Drive AI transformation projects including conversational AI and automation.
• Set performance expectations, monitor KPIs and SLAs.
• Build and maintain relationships with key account stakeholders.
• Manage budgets, resources and forecasting to meet targets and margins.
• Conduct root-cause analysis and implement corrective actions.
• Develop operational strategies, policies, and risk management plans.
• Identify training needs to grow team capabilities.

Skills

SSDM Experience

Call Center Leadership

Financial Acumen

People Leadership

Analytical Skills

Communication Skills

Technical Literacy

US Hours Scheduling

Customer Success

Education

High School Diploma

Job description

SupportNinja is seeking a Senior Service Delivery Manager to oversee day-to-day operations, lead a multi-tier team, and drive AI transformation within a Wellness campaign. You will partner with clients as the primary operational contact, manage budgets and SLAs, and ensure continuous improvement across processes.

The role requires hospitalities in an onsite Clark, Pampanga setting with US-hours alignment, a strong leadership track record, and a focus on profitability and service excellence.